### Job_Dedcrip:
.....Job Summary:....The Team Leader I role is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader I role will support the Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA) and Key performance indicators (KPI). The Team Leader I role may require leading smaller teams, but also have the added responsibilities of performing some of the task-based duties of the support technician. The Team Leader I will assist the service delivery manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time. This Team Leader I role is responsible for leading the Field Service Team as outlined in the SOW/ MSA for the respective client(s)........Responsibilities:Acts as a Single Point of Contact (SPOC) for all onsite support servicesResponsible for Service Level attainment and contractual deliverables for onsite supportResponsible for day-to-day delivery of onsite support services, ensuring that workload is manageable and balanced accordinglyTakes ownership, investigates and follows-up on escalationsAttends and participates in Client and company meetingsHosts formal daily  Huddle  meetings with the onsite support team and distributes meeting minutes.Provide performance reporting and conduct weekly and monthly status update meetings related to the program and management oversight for each team memberEnsures that technician work areas are compliant with relevant clean desk policies and client safety policies Reporting manager to the onsite support resources, reports to management line for staffing needsResponsible for onsite support hiring, onboarding, coaching, counselling, 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 performanceWrites employee performance evaluations, delivers merits, and performs other administrative tasksCoordinates ongoing training and identify training requirementsProvides new technology advisory service, testing, integration, and collaborationAssists with innovation and transformation of the onsite support servicesImplements, monitors, and adheres to Best PracticesDrives root cause analysis and opportunities for improvement and assists with quality initiativesPerforms other duties as assigned....Who we areStefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. Create a cohesive team environment through consistent managementCoach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issuesWrite employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assignedPerform root cause analysis and identify opportunities to improve efficienciesEnsure direct reports meet their goals and follow departmental processesResponsible for day to day operations of Service DeskWork with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client...............High-school education level or equivalent requiredMust have 1 Years' proven experience in a Desktop Leadership role.Technical skills: 3 years minimum experience in Deskside Technician role. Knowledge of email systems, Microsoft Office applications, up to an including Office 365 and Windows operating systems.  Other expertise such as MAC, Active Directory, Networking, TCP/IP or SCCM might be required as client and project specific enterprise environments may vary, so a good breadth of knowledge in various technologies is essential.Technical certifications such as COMPTIA A+ or Microsoft Certified advantageousService management certifications such as ITIL foundation, Six Sigma advantageousHighly professional, results orientatedCustomer focused, positive attitudeProactive self-starter, organizedCoaching and mentoring mind-setExcellent verbal and written communication skills, with the ability to communicate technical information to non-technical customersProven ability to support challenging customers in a fast-paced environmentValid driving license and vehicle required, as some business travel may be required........Salary and Benefits:....Competitive salary and benefits package....Advanced career development through Stefanini University, develop your professional and technical skills to develop your career path on your own terms.....Work within an agile, flexible, and innovative company with 30+ years of IT Industry expertise with 25,000 employees world-wide in 40+ countries around the globe.High school diploma or equivalent required2+ years of management experience including coaching, training, mentoring interviewing, hiring and terminationsGood interpersonal skillsExcellent attention to detail and organization skillsEffective time management and organizational skillsExcellent verbal and written communication skillsBe a big-thinker, able to think strategically and ready to be and feel a part of the big pictureBe flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes....What you'll getWork 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 differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making;Open floor plan environment where collaboration is highly encouraged!.

### Response:

Job Requirements:- High-school education level or equivalent required- Must have 1 Years' proven experience in a Desktop Leadership role- Technical skills: 3 years minimum experience in Deskside Technician role. Knowledge of email systems, Microsoft Office applications, up to an including Office 365 and Windows operating systems. Other expertise such as MAC, Active Directory, Networking, TCP/IP or SCCM might be required as client and project specific enterprise environments may vary, so a good breadth of knowledge in various technologies is essential- Technical certifications such as COMPTIA A or Microsoft Certified advantageous- Service management certifications such as ITIL foundation, Six Sigma advantageous- Highly professional, results orientated- Customer focused, positive attitude- Proactive self-starter, organized- Coaching and mentoring mind-set- Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical customers- Proven ability to support challenging customers in a fast-paced environment- Valid driving license and vehicle required, as some business travel may be required- 2 years of management experience including coaching, training, mentoring interviewing, hiring and terminations- Good interpersonal skills- Excellent attention to detail and organization skills- Effective time management and organizational skills- Excellent verbal and written communication 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.