Overview

Who we are Founded in 1987, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. Job Summary The Team Leader I assists the Service Delivery Manager with leadership and oversight of the day-to-day business. They lead Field Service personnel with accountability of team productivity and quality. The Team Leader I ensures their team are providing best-in-class customer service in accordance with Stefanini values, while delivering to the contractual requirements of the account. Responsibilities Reporting manager for Field Services personnel Responsible for contractual deliverables Posts requisitions, conducts interviews, selects, and onboards candidates Responsible for day-to-day delivery of support services Required to conduct site visits at Boca Raton Regional, Bethesda East, and Bethesda West hospital locations Monitors workload is manageable and balanced Ensures each team member adheres to attendance, conduct, and performance expectations Perform coaching, counselling, feedback, and formal disciplinary process Provides positive team recognition Attends and participates in Client and Stefanini meetings Takes ownership, investigates and follows-up on escalations Conducts monthly one-on-ones for each employee Writes and delivers performance evaluations Identify training requirements and coordinates ongoing training Implements, monitors, and adheres to Best Practices Drives continuous improvement Completes other administrative tasks Performs other duties as assigned Requirements High-school education level or equivalent required Minimum of 1 year leadership experience working in IT or BPO role 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 Effective time management skills Customer focused with positive attitude Excellent relationship skills Proactive self-starter Coaching and mentoring mindset Ability to support challenging customers in a fast-paced environment Valid driving license Physical presence at a Stefanini or Client location during shift Able and willing to travel via all methods of travel Familiarity with ITIL and/or Six Sigma a plus What you'll get Work with people who exhibit: Commitment to the client Leadership by Example Respect for people Courage to innovate Humbleness to learn 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