Stefanini Hiring For Field Services Team Leader I at Township of Bridgewater, NJ Full Time

Who we are

For 35+ 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 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. 
 

Job Summary  The Team Leader I assists the Service Delivery Manager with leadership and oversight of the day-to-day business. They lead Field Service personnel with accountability of team productivity and quality. The Team Leader I ensures their team are providing best-in-class customer service in accordance with Stefanini values, while delivering to the contractual requirements of the account.

• 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
• Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
• Conducts monthly one-on-ones for each employee
• Writes employee performance evaluations, delivers merits, and performs other administrative tasks
• Coordinate ongoing training and identify training requirements
• Provides new technology advisory service, testing, integration, and collaboration
• Provides 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
• Completes other administrative tasks 
• Performs other duties as assigned

Technical Responsibilities

• Acts as a technical resource to the Stefanini onsite support staff
• Provides break/fix support for IT equipment in corporate environment
• Supports macOS, iOS, Android, Windows 7/10 operating systems
• Support computers, mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC/D Support – IT equipment Install/Move/Add/Change/Disposal
• Conference room technology support
• Provides Smart Hands support with networking, server, telecommunications, and other technologies
• Provides preventative maintanence/health checks
• Maintains system configurations and all relevant documentation
• Tracks and resolves incidents and requests through the client’s ticketing tool
• Utilize asset management tools
• Ability to work after-hours or on-call as needed
• Provide exceptional support to all levels of employees
• Various other tasks associated with onsite support services
• Other duties as assigned