Field Services Team Leader I

Who we are

For 38+ 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.

Responsibilities

Reporting manager for Field Services personnel

Responsible for contractual deliverables

Posts requisitions, conducts interviews, selects, and onboards candidates

Responsible for day-to-day delivery of support services

Hosts formal daily status meetings

Monitors workload is manageable and balanced

Ensures each team member adheres to attendance, conduct, and performance expectations

Makes certain work areas are clean, organized, and compliant with client safety policies

Perform coaching, counselling, feedback, and formal disciplinary process

Provides positive team recognition

Attends and participates in Client and Stefanini meetings

Takes ownership, investigates and follows-up on escalations

Conducts monthly one-on-ones for each employee

Writes and delivers performance evaluations

Identify training requirements and coordinates ongoing training

Implements, monitors, and adheres to Best Practices

Drives continuous improvement

Completes other administrative tasks

Performs other duties as assigned





What you'll get

Work with people who exhibit:

Commitment to the client

Leadership by Example

Respect for people

Courage to innovate

Humbleness to learn

Work 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 different

Brazilian and privately owned company;

Agility, flexibility, and innovation are in our DNA;

Flat organizational structure which enables faster communication and decision making







Requirements

High-school education level or equivalent required

Minimum of 1 year leadership experience working in IT or BPO role

Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience.

Excellent verbal and written communication skills

Effective time management skills

Customer focused with positive attitude

Excellent relationship skills

Proactive self-starter

Coaching and mentoring mindset

Ability to support challenging customers in a fast-paced environment

Valid driving license

Physical presence at a Stefanini or Client location during shift

Able and willing to travel via all methods of travel

Familiarity with ITIL and/or Six Sigma a plus

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