Job Description

Remaining Positions:

1

Details:

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 team's productivity, effectiveness, and the highest level of customer service in strict accordance with Stefanini's 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

Job Requirements

Details:

Bachelor's 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-LD1, #LI-REMOTE

Pay Range:

Based on Experience