Team Leader

Due to the necessity of frequent face-to-face interactions with our end-users, only candidates who are fully compliant with the COVID-19 vaccination will be considered for this position. By applying for this position, you confirm that you are fully vaccinated for COVID-19 and can provide proof of immunization upon request. 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. Responsibilities: Follow attendance expectations according to either your designated working hours, or the variable shift schedule, and also including;Shift adherence (start/finish and breaks)Alerting Manager to sickness absencesCompleting timesheets and leave requests in a timely mannerScheduled leave Requests for Personal Time Off / Absence Leave should be submitted by all Stefanini team members well in advance of the required dates (please note: not all requests for time off can be approved if there is excessive demand or the delivered service will suffer as a consequence)Complete Stefanini and client-required training as requiredAdherence to client-specific or site-specific dress-codeFollow all local and global safety requirements and complete client specific safety trainingIncluding adherence to site specific Personal Protective Equipment (PPE) rulesManual handling and safety guidelinesPeriodic team meeting attendance and participationOne to one monthly meeting attendance and participation with line managerMonitor incoming tickets (INC and REQ) in ITSM toolAssign tickets to own queue for further action maintaining load balanceProvide the highest level of professional and courteous support to client employeesKeep personal contract / salary information confidential, to be discussed only with your line manager and/or HRVerify timesheets have correct billing codes and comments and are approved as per Stefanini requirementsEnsure all techs have submitted timesheet in a timely mannerTimesheets need to be submitted for your approval bi-weeklyTimesheets need to be approved before specified deadline Daily Activities Specific Responsibilities: ITSM tool Ticket Queue monitoring / management - ensure workload is balanced between available technicians and that their individual queues are manageableApprove / Decline employee Paid Time Off (PTO) or Annual Leave (AL) requestsEnsure all Technicians work is being captured via ITSM tool tickets, or in project hoursMonitor daily SLA report(s)Monitor any other reports delivered to mailbox and take actions where deemed necessaryTouch base with team members in an informal way (via phone, Skype/IM or email)Monitor own email (Stefanini and client) and any attached shared mailboxes for incoming communicationsFollow up on any open items from meetings, emails or conversationsAttend and participate in client or team scheduled meetingsWhere necessary (and permitted), disseminate metrics to team (SLAs, CSAT, volumes etc.)Address issues from team / personnel issues Weekly Activities Responsibilities: Create and maintain employee schedules where applicableIncluding on-call rotationsAnd holiday/PTO timetablesEnsure advance warning and share with team and SDM if requiredHold formal weekly team meetings and post or send meeting notes to teamAttend informal 1-on-1 with SDM or line manager and provide updates on operational activitiesEnsure after hours phone is operational and on-call resource is identified and availableEnsure all Technicians work areas are neat and organized and meet 'clear-desk' standardsWeekly visual H/W and parts audit for all sitesReview open tickets for each site and ensure load-balancingMonitor aging / stagnant / unassigned tickets in queue(s) and follow up with technicians for actions outstandingReview tickets on hold for delinquent tickets and push for follow up as defined by the client-specific Ticket Handling processAttend weekly regional and global TL meeting Monthly Activities Responsibilities: Complete team Scorecards and deliver them via email to team members ahead of their 1-on-1 meetingsThis task can be delegated to a Senior Deskside Engineer if capacity allowsAlso share the Scorecards with the account SDM for visibilityComplete a minimum of three ticket audits for each direct report per month to add the metric to ScorecardsThis task can be delegated to a Senior Deskside Engineer if capacity allowsReview scorecard results by individual, and compared to the team as individuals and as an averageWork with SDM to prepare coaching and/or training plans for those not meeting the targets as setHave a minimum of one scheduled 1-on-1 formal meeting with each direct employee to discuss performance and training requirementsSend 1-to-1 notes to employeeAdd notes to your file repositoryParticipate in Stefanini recognition programs and use project funding as allocated by the manager to motivate and reward team members (if applicable)Attend formal 1-on-1 meeting with your line managerReview monthly SLA reports with SDM and validate any data, callouts as necessaryAssist the account SDM with;Reviewing and updating all team contact listReviewing and updating Deskside Org chart Annual Activities Responsibilities: Annual Performance Reviews (APRs);Assist the SDM in adjusting the pre-defined APR objectives to be client specific and relevant to job roles in your teamEnter updated APR objectives into ePortal by the required deadlineComplete APR Manager Evaluations for all direct reports by the required deadlineEnsure that all direct reports complete their APR Self Evaluations by the required deadlineEnsure that the APR process for all direct reports are fully completed and closed out by the required deadlineEscalate to SDM and HR if this is likely to be at riskAssist the SDM during the annual merit review (CMD) process as required/requested Ad-hoc Activities Responsibilities: Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employmentSubmit 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 reportsEnsure adequate vacation backfills as required by the contract with clientEnsure adequate sickness backfills as required by the contract with the clientWork with Manager and HR on any Leave of Absence (LOA) requestsRecognize employee birthday and anniversaryRecognize new team members (next Team Meeting)Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDMParticipate in quarterly 'all-team' meetings as required by SDMWith SDM assistance, develop improvement plans for underperforming Deskside Technicians within the teamAssist 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 planningEngagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibilityEscalate any potential contractual risk as identified directly to the SDM for the client to ensure mitigationDuring 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 StefaniniIdentify 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 clientBe involved as an SME during new client/account data harvesting, due diligence, launch and transition