It Team Lead Lazio

It Team Lead
Roma
Lazio, Lazio

The Team Leader is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity.

The Team Leader will support the international team of Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA)/KPI;s. The Team Leader 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.

**Job responsibilities

- Act as a Single Point of Contact (SPOC) for onsite support services

- Manage to scope of work and change of scopes

- Reporting manager to onsite support resources and responsible for day-to-day delivery of onsite support services

- Implement, monitor and adhere to Best Business Practices

- Conduct daily 'Huddle' meetings

- Drive root cause analysis and opportunities for improvement

- Assist with innovation and transformation of the onsite support services

- Participate in internal and client-facing service delivery meetings

- Own, investigate and follow-up on escalations

- Responsible for hiring, coaching, counseling, feedback, disciplinary actions, and positive recognition

- Ensure adherence to goals including schedule, attendance, policies, conduct, and performance

- Interface with client Service Manager

- Communicate with Level 3 Infrastructure team daily

- Contact and coordinate third-party vendors for hardware repair

- Provide operational reports and analyses of the account

- Participate in client's change management

- Comfortable replacing drives and cables on servers

- Ability to troubleshoot outside the box

- Performs other duties as assigned

**Requirements**:

- Fluent **English** and **Italian**:

- 24x7 availability for urgent business escalations

- 2-4 years experience in PC support, Help Desk or IS Customer Service area in complex environments, previous experience in leading, supervising, monitoring teams.

Managing the day-to-day activities of the team on the ground.

Delegating tasks to team members.

- 3-5+ years' experience (an asset)

- Windows 10 & Office apps, Office 365 (e. g.

OneDrive, Exchange Online, Teams, Sharepoint, AzureAD, EMS)

- iOS and Android, mobile device support, MacOS

- Service tool knowledge (SNOW)

- Able to uphold a positive attitude at all times, even under stressful conditions

- Excellent verbal and written communication skills

- Ability to communicate technical information to nontechnical people

- High level of professionalism and strong personal interaction skills

- Ability and willingness to learn new technologies

- Proven ability to handle challenging, rapid-response user support

- Proven ability to balance, prioritize and organize multiple tasks

- Flexibility

- Availability to travel (within country/cluster)

**Desired Characteristics

- A+ Certification

- ITIL Foundations certification

- Lean Six Sigma

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Roma, Lazio: Reliably commute or planning to relocate before starting work (preferred)

**Language**:

- fluent English (required)

Willingness to travel:

- 25% (preferred)