Team Leader I

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

• 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

Client servicing responsibilities:

* 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.

What you need to succeed:

• 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 drivers 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.

• Work with brilliant minds often within a global capacity;
• Comprehensive Benefits package that includes 401(k) paid time off tuition reimbursement medical dental and vision insurance and much more;
• Opportunity to participate in professional development eLearning programs within the Stefanini University and other virtual trainingas well.

• Brazilian and privately owned company;
• Agility flexibility and innovation are in our DNA;
• Flat organizational structure which enables faster communication and decision making;
• Open floor plan environment where collaboration is highly encouraged!

• 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
• 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 successful outcomes