Team Leader II

Team Leader II
US - TX - Houston

Who we are

For 30+ 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 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?

  • Acts as a Single Point of Contact (SPOC) for all onsite support services
  • Responsible for Service Level attainment and contractual deliverables for onsite support
  • Responsible for day-to-day delivery of onsite support services
  • Provide performance reporting and conduct weekly and monthly status update meetings related to the program
  • Reporting manager to the onsite support resources
  • Responsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognition
  • Ensure each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
  • Writes employee performance evaluations, delivers merits, and performs other administrative tasks
  • Coordinate ongoing training and identify training requirements
  • Provide new technology advisory service, testing, integration, and collaboration
  • Provide Problem response and resolution
  • Assists with innovation and transformation of the onsite support services
  • Implements, monitors, and adheres to Best Practices
  • Drives root cause analysis and opportunities for improvement
  • Investigates and responds to escalations
  • Assists with Quality initiatives
  • Performs other duties as assigned

What do you need to succeed?

  • 2-3 years relevant management experience
  • Relevant industry knowledge (IT deployments in an international environment)
  • Able to uphold a positive attitude at all times, even under stressful conditions
  • Excellent verbal and written communication skills
  • Ability to communicate technical information to nontechnical people
  • High level of professionalism and strong personal interaction skills
  • Ability to perform in-depth research and troubleshooting for complex technical issues
  • Ability to prioritize and complete all work tasks with minimal supervision
  • Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
  • Ability and willingness to learn new technologies
  • Proven ability to handle challenging, rapid-response user support
  • Proven ability to balance, prioritize and organize multiple tasks
  • High school diploma (required)
  • Attendance and schedule adherence are requirements of this position

Desired Characteristics

  • A+ Certification
  • Microsoft Certified Professional (MCP)
  • ITIL Foundations
  • Lean Six Sigma

What you’ll get

  • 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;

Take a look for yourself

Here's one of our own, talking about the culture, space and growth opportunities:  https://www.youtube.com/watch?v=j8O37KNINdY

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