Deskside Team Leader

2 days ago

Fort Saskatchewan, Canada Stefanini Group Full time

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 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 '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 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

**Who we are**
- 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
- High-school education level or equivalent required
- Must have 1 Years' proven experience in a Desktop Leadership role.
- 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

**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 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 succes

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