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Team Leader

Stefanini

This is a Full-time position in Detroit, MI posted June 11, 2021.

Who we areFor 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 doManages the activities and personnel associated with providing all onsite support services by identifying, prioritizing, and confirming resolution of shipment requests, returns and break fix resolution. Ensures that all phases of support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.Coordinates and supervises the daily activities of the onsite support team. Decisions are guided by policies, procedures and business plan receives guidance and oversight from Provisioning manager.Ensures Provisioning team is engaging with service desk tickets for technical support to ensure technical issues are addressed that cannot be resolved by the level I helpdesk. Developed knowledge and skills through formal training and considerable work experience. Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from the accepted practice. ResponsibilitiesActs as a Single Point of Contact (SPOC) for all onsite support servicesResponsible for Service Level attainment and contractual deliverables Responsible for onsite support, coaching, counseling, feedback, disciplinary issues, and positive recognitionEnsures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performanceCoordinate ongoing training and identify training requirementsProvides Problem response and resolutionImplements, monitors, and adheres to Best PracticesDrives root cause analysis and opportunities for improvementInvestigates and responds to escalationsAssists with Quality initiatives Acts as a technical resource to the Stefanini onsite support staffProvides breakfix support for IT equipment in corporate environmentSupports Mac OS, iOS, Android, Windows 710 operating systemsSupport computers and mobile devices Liaise with the MDM administrator to report issues and assist in their resolution Tracks and ensures Provisioning team resolution of incidents and requests through the ticketing toolUtilize asset management toolsAbility to work after-hours as neededProvide exceptional support to all levels of employeesWhat do you mean by minimum requirementsFormer experience as a Team LeaderManaging operational teamsAbilities on the governance component and process procedure coordinationLogistic management experienceLogistics operations experience