Team Leader I

Stefanini Group•Irvine, CA

1d•Onsite

About The Position

Stefanini 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. This is a WORKING TEAM LEADER position, and combines leading a team of deskside technicians, while also performing work as a deskside technician.

Requirements

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 -technical audiences
Excellent verbal and written communication skills
Ability to complete assignments with no supervision
Ability to search internally/externally for support information
Customer-oriented attitude
Ability to travel locally and in-state to support other sites, if applicable
Valid driver's license and proof of auto insurance, if travel is required
Attendance and schedule adherence are requirements of this position
This position includes continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment
Knows and applies fundamental concepts, practices and procedures of particular field of specialization
High school diploma or equivalent required
3+ 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
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

Responsibilities

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
Responsible for day to day operations of Service Desk
Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client
Troubleshooting and repairing hardware issues
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 ServiceNow
ServiceNow 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
Maintain consumable device inventory count
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