Team Leader I

Details: Objective Communicate professionally with client, team, and management. The individual must possess expert-level technical knowledge of a specific field of technical operations and be able to provide ideas, feedback, and support to the team. This role is an in person, and requires to be onsite to manage a team of 5 technicians Job Responsibilities: Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements. Deliver service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist. Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them. Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions. Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors. Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests. Team Lead: To assist the team members, process managers, or other support provider colleagues by undertaking specific tasks relating to the leading the environment or longer-term development or work of the team. Follow all Safety requirements and complete the client specific safety training Monitor/Work in Ticket Queue while meeting SLA Shipping and receiving of equipment Break Fix Orders (Non-Warranty and Warranty) Check out loaner laptops using site-specific processes if applicable Conference Room Support, AV Support/Zoom/Teams Support Mobile Device deployment and support Parts Closet maintenance & audits Printer break/fix and set up configuration Toner maintenance (where applicable) Network drops and set up Adherence to and continuous update of deployment documentation and checklist Participate in meetings with client IT Site Coordinators and others as needed Supporting IT equipment in large corporate environment Provide Executive support to customer VIP's Travel with VIP for major events/conferences as required Desktop/laptop tech support (Mac and PC) Support mobile devices, printers, scanners, wireless, VPN, etc. IMAC Support - IT equipment Install/Move/Add/Change Inventory management of IT assets including asset auditing Research and troubleshoot problems Maintain system configurations Maintain and updated support documentation Ability to research and follow appropriate Knowledge Base articles Remote support as needed Backup, restoration, and migration of user data Printer and peripheral device support Work on-call and provide other after-hours support based on customer needs Provide support at other client locations as needed Knowledge of the following tools and technologies: Remote Management/endpoint management tools (i.e. Workspace One) Two-factor Authentication (i.e. OKTA) Active Directory: Users & computers administration Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS Bitlocker & TPM Pulse Secure Zoom - User administration, Room setup, User guidance Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware Advanced Windows, O365, collaboration tools Responsibilities: Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employment Submit all necessary admin for On and/or Off-boarding of a new employee (follow documented process) Complete all necessary recruiting, hiring, training, disciplining, and off-boarding for direct reports Ensure adequate vacation backfills as required by the contract with client Ensure adequate sickness backfills as required by the contract with the client Work with Manager and HR on any Leave of Absence (LOA) requests Recognize employee birthday and anniversary Recognize new team members (next Team Meeting) Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDM Participate in quarterly 'all-team' meetings as required by SDM With SDM assistance, develop improvement plans for underperforming Deskside Technicians within the team Assist the SDM in developing and implementing improvement plans for service failures (SLAs/KPIs) Assist SDM with resource management for any projects arising from client, including status reporting and planning Engagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility Escalate any potential contractual risk as identified directly to the SDM for the client to ensure mitigation During your time off (PTO/AL or sickness) ensure a suitable Senior Deskside Technician backup is provided in your out of office or voicemail message so that any escalations can be handled promptly with minimal impact to client or Stefanini Identify a successor for your position from within the team that could take over from you if the need arises (medical leave or extended period of absence). Ensure they have the coaching and training required that in an emergency or a planned transition, they could fulfil your role with no impact to Stefanini or client Be involved as an SME during new client/account data harvesting, due diligence, launch and transition Relevant industry knowledge (IT deployments in an international environment) Able to always uphold a positive attitude, 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 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. Job Requirements Details: Competences Required in this Role: 2+ years relevant management experience, working as a Team Lead, Supervisor or IT manager experience. Experience supporting remote facilities and users. Excellent verbal and written communication skills. 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. Proven ability to handle challenging, rapid-response user support. Proven ability to balance, prioritize and organize multiple tasks. Professional acumen Valid driver's license Desired Characteristics: A+ Certification Microsoft Certified Professional (MCP) ITIL Foundations Pay Range: $ 100000.00 - $ 110000.00

Created: 2024-10-21