Hands-on Team Leader

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands‑on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.

This is a Hands-on Team Leader position, and combines leading a team of deskside technicians, while also performing work as a deskside technician.

• Responsible for day to day operations of Field Services Team;
• Create a cohesive team environment through consistent management;
• Coach and counsel of direct reports including providing feedback including positive; recognition, conduct performance evaluations, training, mentoring and handling discipline issues;
• Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned;
• Perform root cause analysis and identify opportunities to improve efficiencies;
• Ensure direct reports meet their goals and follow departmental processes;
• Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client;
• Coordinate and execute ad‑hoc client project work, as needed;
• Important:
  Coordinate ad‑hoc dispatches in the Geo between clients and Stefanini subcontractors / manage said dispatched technicians.

• Imaging, troubleshooting and repairing hardware issues (Mac and Windows);
• Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions;
• Preventative maintenance (e.g., lifecycle);
• Troubleshooting HW issues on end user devices;
• Proper utilization of Service Now;
• Service Now queue management and Ticket follow‑up;
• Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;
• Critical project support that involves hardware and/or high‑touch user experience;
• Perform comprehensive site hardware asset inventory;
• Conduct spare part and loaner pool management;
• Support IMACR/D requests;
• Engage OEM for warranty repairs and follow up on status;
• Escort OEM technicians onsite when needed.
• Assist client with physical support for incidents related to network, datacenter, and other activities as requested.
• Work on child ticket as assigned by Level 2/3 client‑provided technical staff.

• At least 5 years of relevant industry experience;
• High school diploma or equivalent required;
• Knowledge of multiple manufacturers and operating systems;
• Excellent troubleshooting capability;
• Ability to work in a team environment as well as independently;
• Ability to communicate technical information to non‑technical audiences;
• Excellent verbal and written communication skills;
• Ability to complete assignments with no supervision and search internally/externally for support information;
• Customer‑oriented attitude;
• Ability to travel locally to support other sites, when required;
• Valid driver’s license if travel is required;
• Excellent attention to detail and organization skills;
• Be a big‑thinker, able to think strategically and ready to be and feel a part of the big picture;
• Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes;
• ITIL certification is a plus.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

• Competitive salary and benefits package;
• AFB bonus;
• Private health scheme including Private Medical, Dental, Optical and Holiday Travel;
• Opportunities to learn and develop:training programs;
• Personalized career path within the organization;
• Exposure to an international environment as part of a multicultural team spread across Europe.

• Working hours:
  
  40 working hours per week
• Contract type:
  Permanent
• Working setup (hybrid, on site,…