Deskside Support Team Lead

Details:

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 40 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?

• 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
• Supporting IT equipment in large corporate environment
• Desktop/laptop tech support (Mac and PC)
• Windows 7/10/11 operating systems
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support – IT equipment Install/Move/Add/Change
• Maintain repairs, spare parts, and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through the client’s ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows devices
• Backup, restoration, and migration of user data
• Smart Hands support with networking, server, and telecommunications technologies
• Printer and peripheral device support
• Inventory management of IT assets including asset auditing
• Ability to research and follow appropriate KB articles
• Ability to work on-call and other after-hours support needs
• May provide Executive support
• Various other tasks associated with deskside services
• May need to be available to provide support at other client locations as needed
• Other duties as assigned

Read Full Description