Deskside Support Team Lead

Who we areStefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia. What will you do?

Create a cohesive team environment through consistent managementCoach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issuesWrite employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assignedPerform root cause analysis and identify opportunities to improve efficienciesEnsure direct reports meet their goals and follow departmental processesResponsible for day to day operations of Service DeskWork with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by clientSupporting IT equipment in large corporate environmentDesktop/laptop tech support (Mac and PC)Windows 7/10/11 operating systemsSupport mobile devices, printers, scanners, wireless, VPN, etc.IMAC Support - IT equipment Install/Move/Add/ChangeMaintain repairs, spare parts, and componentsResearch and troubleshoot problemsMaintain system configurations and documentationTrack and resolve customer incidents and requests through the client's ticketing toolTroubleshoot and resolve hardware and software issues for Windows devicesBackup, restoration, and migration of user dataSmart Hands support with networking, server, and telecommunications technologiesPrinter and peripheral device supportInventory management of IT assets including asset auditingAbility to research and follow appropriate KB articlesAbility to work on-call and other after-hours support needsMay provide Executive supportVarious other tasks associated with deskside servicesMay need to be available to provide support at other client locations as neededOther duties as assigned



What do you need to succeed?High school diploma or equivalent required2+ years of management experience including coaching, training, mentoring interviewing, hiring and terminationsGood interpersonal skillsExcellent attention to detail and organization skillsEffective time management and organizational skillsExcellent verbal and written communication skillsBe a big-thinker, able to think strategically and ready to be and feel a part of the big pictureBe flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes

Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardwareAble to uphold a positive attitude at all times, even under stressful conditionsExperience supporting remote facilities and usersExcellent verbal and written communication skillsHigh level of professionalism and strong personal interaction skillsAbility to perform in-depth research and troubleshooting for complex technical issuesAbility to prioritize and complete all work tasks with minimal supervisionAbility to walk, bend, stand for long hours, and lift equipment up to 50 poundsAbility and willingness to learn new technologiesHigh School Diploma (required)Deskside / Desktop / End User Computer experience, ideally in a corporate environmentProven ability to handle challenging, rapid-response user supportProven ability to balance, prioritize and organize multiple tasks Desired CharacteristicsA+ CertificationMicrosoft Certified Professional (MCP)ITIL FoundationsLean Six Sigma



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