Field Services Team Leader II

Stefanini Group•Chicago, IL

4d•Onsite

About The Position

The Team Leader II role is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader II 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's). The Team Leader II will assist the program 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 II role is responsible for leading the Field Service Team as outlined in the SOW/ MSA for the respective client(s).

Requirements

Diploma, graduate degree or equivalent required
Must have 2 Years of proven experience leading in person and remote teams
Technical skills: 3 years minimum experience in Field Service 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.
Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience.
Highly professional, results orientated
Customer focused, positive demeanor
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
Physical presence at a Stefanini or Client location during shift
Proven ability to support challenging customers in a fast-paced environment
Valid driving license and vehicle required, as some business travel may be required

Nice To Haves

Technical certifications such as COMPTIA A+ or Microsoft Certified advantageous
Service management certifications such as ITIL foundation, Six Sigma advantageous

Responsibilities

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, ensuring that workload is manageable and balanced accordingly
Takes ownership, investigates and follows-up on escalations
Attends and participates in Client and company meetings
Hosts formal daily status 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 member
Ensures 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 needs
Responsible for onsite support hiring, onboarding, coaching, counselling, 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
Writes employee performance evaluations, delivers merits, and performs other administrative tasks
Coordinates ongoing training and identify training requirements
Provides new technology advisory service, testing, integration, and collaboration
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 and assists with quality initiatives
Performs other duties as assigned