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Field Services Team Leader

Company: Stefanini, Inc
Location: Glenview
Posted on: November 20, 2022

Job Description:

Job Description Who we are Stefanini 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. 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 Field Services Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client What you'll get 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 training as well. Why we're different 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 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 successful outcomes General Roles and Responsibilities - Be available 24x7 or have a qualified back up to handle emergency business needs - Be familiar with and adhere to the policies in the applicable Stefanini employee handbook - Ensure all employees are familiar with and follow the policies and procedures within the applicable Stefanini employee handbook(s) - Follow up on assigned ticket that have not been updated within the previous day - Ensure compliance to all applicable BBPs. - Ensure compliance to all applicable Stefanini and client processes and procedures - Investigate and follow up on DSATs, QINs and other quality concerns - Complete Stefanini required training - Complete client-specific training - Follow all local and global safety requirements - Define, assign, and track ongoing/ continual training for direct reports - Attend and be an active participant in ITO Field Services team meetings - Complete inventory audits of Stefanini managed client storage rooms, depots, etc. - Participate in Stefanini and client sponsored Service Improvement Plans - Take ownership, investigate, and follow-up on escalations - Coach, counsel, and discipline direct reports as needed - Responsible for working with reporting manager for staffing needs - Work with employees to recertify any necessary certifications

Keywords: Stefanini, Inc, Glenview , Field Services Team Leader, Other , Glenview, Illinois

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