Field Services Team Leader I

Who we are

For 37+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

Job Summary



The Team Leader I assists the Service Delivery Manager with leadership and oversight of the day-to-day business. They lead Field Service personnel with accountability of team productivity and quality. The Team Leader I ensures their team are providing best-in-class customer service in accordance with Stefanini values, while delivering to the contractual requirements of the account.



ResponsibilitiesReporting manager for Field Services personnelResponsible for contractual deliverablesPosts requisitions, conducts interviews, selects, and onboards candidatesResponsible for day-to-day delivery of support servicesHosts formal daily 'Huddle' meetingsMonitors workload is manageable and balancedEnsures each team member adheres to attendance, conduct, and performance expectationsMakes certain work areas are clean, organized, and compliant with client safety policies Perform coaching, counselling, feedback, and formal disciplinary processProvides positive team recognitionAttends and participates in Client and Stefanini meetingsTakes ownership, investigates and follows-up on escalationsConducts monthly one-on-ones for each employeeWrites and delivers performance evaluationsIdentify training requirements and coordinates ongoing trainingImplements, monitors, and adheres to Best PracticesDrives continuous improvementCompletes other administrative tasks Performs other duties as assigned



RequirementsHigh-school education level or equivalent requiredMinimum of 1 year leadership experience working in IT or BPO roleExcellent verbal and written communication skillsEffective time management skillsCustomer focused with positive attitudeExcellent relationship skillsProactive self-starterCoaching and mentoring mindsetAbility to support challenging customers in a fast-paced environmentValid driving license Able and willing to travel via all methods of travelFamiliarity with ITIL and/or Six Sigma a plus

What you'll getWork with brilliant minds, often within a global capacity;Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well. Why we're differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making;