Job Description The Team Leader is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader will support the international team of Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA)/KPI's. The Team Leader will assist the program manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time. Job Responsibilities To support the Field Technicians in reaching the highest standard of customer service, among other by: Helping and encouraging the team to meet ticket handling standards. Supporting the team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, networks or systems; intervening in stressful situations. Ensuring internal communication within the team, holding team meetings. Performing one to one with technical support staff. Ensuring planning, schedules, breaks, code of conduct etc. are respected by the team members. Organising team events, building up team spirit. Taking care of new starters, introducing them to the team, their tasks and role. Evaluating and developing team members through remote and face to face interaction, evaluating the technician's competences, giving constructive feedback and on-the-job training. Dependent upon distribution of team, his role may include the need to travel to other client locations. To assist the Service Delivery Manager to achieve objectives and maintain productivity by: Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions. Participate in special projects allocated by the SDM and completing them within agreed time scales. Giving advice on customer service, internal quality and team training needs. Ensuring organisation of the team. Identify and implement process improvement initiatives in conjunction with Service Delivery Manager. Acting as single point of contact for customer issues and delegate authority on specific subjects. Job Requirements Must have 2 Years' proven experience in a Desktop Leadership role. Excellent Planning and organisational skills. Leadership- People management skills. Problem solving: direct and assertive attitude. Attention to detail. Analysis: pinpoints problems and tackles them in a logical, step-by-step way. Customer sensitivity. Excellent Oral and Written Communication skills. Customer Awareness: understands the needs, requests, problems and priorities of customers. Technical skills: Knowledge of email systems, Windows applications (Word, Excel, PowerPoint, Windows NT/2K/XP); Internet Explorer; Client specific technology. Other expertise such as Networking, TCP/IP might be required depending on the project's specific technology. Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behaviour with the needs and priorities. What's next: It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEAstefanini.com and we'll be happy to assist The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job. Diversity & Inclusion Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you About Us We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities. Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a 'get it done' attitude, come over for coffee and a talk on your future career with us Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook, and Instagram where we regularly post insights from our colleagues. We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused. Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them. If you suspect you've been targeted, please contact us immediately at RecruitmentEMEAstefanini.com for verification. Key Points to Remember: Legitimate job offers only follow interviews conducted with our hiring managers or clients. We will never ask for payment at any stage of the recruitment process. Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting J-18808-Ljbffr