Field Services Team Leader I
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Job Location:
Pasay City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description
The Remote Field Services Team Leader I serves as the primary point of contact for our Remote Field Technicians and Field Services Leadership. Their primary role is to ensure the teams productivity effectiveness and the highest level of customer service in strict accordance with Stefaninis core values and reputation for best-in-class service. The Remote Field Services Team Leader I has crucial part in promoting team cohesion promoting a supportive work environment and implementing strategies to achieve business objectives. This role requires strong leadership skills excellent communication and the ability to adapt to remote work dynamics.
Responsibilities
- Deliver support for assigned account(s).
- Acts as a Single Point of Contact (SPOC) for all Remote Technical Support technicians and Stefanini Field Services Leadership
- Takes ownership investigates and follows-up on escalations
- Liaison with accounts for workload balancing
- Reporting on progress issues and problems to Service Delivery Manager; giving suggestions to optimize service offered and work processes
- Ensure each of the Remote Technical Support technician meet their required goals including schedule adherence attendance policy adherence conduct and performance
- Implements monitors and adheres to Best Practices
- Responsible for Remote Technical Support technician hiring onboarding coaching counselling feedback disciplinary issues and positive recognition
- Coordinates ongoing training and identify training requirements
- Writes employee performance evaluations delivers merits and performs other administrative tasks
- Assists with innovation and transformation of the RTS Shared Services
- Drives root cause analysis and opportunities for improvement
- Attends and participates in company meetings
- Performs other duties as assigned
- Bachelors degree in Information Technology Computer Science or related field.
- 3-5 years of experience in IT Field Services with at least 1-2 years in a supervisory or team lead role.
- Strong knowledge of IT infrastructure (hardware software networks).
- Experience with ITSM tools (e.g. ServiceNow Jira or similar).
- Service management certifications such as ITIL foundation Six Sigma advantageous
- Exposure to enterprise client environments.
- Strong coordination skills for multi-site or regional support operations.
- Excellent leadership communication and stakeholder management skills.
- Willing to embrace innovative tools and technology such as AI and IT health monitoring software to expedite resolution and enhance customer experience.
- Excellent verbal and written communication skills
- Willingness to work on-site support shifting schedules and handle escalations
#LI-LN1 #LI-REMOTE
About Company
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 40 countries across the Americas, Europe, Australia and Asia. With more than 25,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application developme ... View more
