Technical Support and Dispatch (TSAD) Team Lead

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

The Person

Soft skills

Effective Line Management (proven track record in the day-to-day management of a medium-to-large operational team; managing multi-faceted services whilst still being able to balance delivery priorities), at least 1 year;
Ability to promote effective teamwork, recognize talent and celebrate success
Commercial Understanding: must be able to assess the associated costs of engaging Field resources and use this knowledge to ensure that the RFE team recognize that onsite Field Services must only be deployed once all other remote revenues have been completely exhausted;
Ability to create and maintain cost models, to compare costs of delivery and explore different options for servicing customer requirements
Basic Project Management skills are a competitive advantage;
2+ years of operations experience;
Excellent communicator and interpersonal skills;
Proven ability to remain flexible within a changing environment;
Results orientated: focuses on the delivery of targets, quality and deadlines;
Highly resilient, able to deal with varying workload and self-driven
Proactive Problem solving (compares and relates data from different sources and identify key issues and trends with a view to resolve customer problems; questions in a persevering manner to discover underlying issues until the failure or problem is clear; is direct and assertive);
Fluent in English and Romanian, other European languages a plus.

Certifications

Desirable: ITIL Foundation


Technical skills

Advanced user of standard productivity tools: MS Office Suite, particularly Excel for data manipulation and reporting and PowerPoint for presenting results and findings
Basic understanding of PC hardware, software, networking and applications

The Role

Lead, motivate and inspire Stefanini’s Remote Field Engineering (RFE) Team, based primarily in Bucharest, Romania with satellite teams in other Stefanini delivery centre locations
Mentoring and development of Remote Field Engineers to ensure team motivation is maintained, that development needs are identified and addressed, and that performance is managed effectively;
Communicate with key stakeholders across the business, especially service desk and field leadership, and ensure the effective flow of information;
Ensure that both Stefanini Global and client-specific policies, practices and procedures are communicated, understood and followed;
Ensure Stefanini quality standards are understood and adhered to (quality mechanisms can vary by client for this service)
Own and maintain the service design for the TSAD function, both overall and for specific procedures
Responsible for ensuring all team members are working effectively and efficiently within their specified roles. Ensuring team members are working towards specified deadlines and not being influenced externally into taking on additional tasks;
Interfaces with the Service Desk and Field Service teams regarding Incidents and requests;
Investigate and report on missed service targets and service levels as applicable;
Notify business of critical site-related issues;
Proactively identify opportunities for improvement, including shift-left opportunities;
Participates as a team member to achieve established objectives, by:
Working in close liaison with colleagues locally and internationally, and with our delivery partners;
Working in accordance with Stefanini quality standards, procedures and work instructions;
Reporting on progress, issues and problems to line manager; giving suggestions to optimize service offered and work processes;
Agree to work non-standard business hours as required.
Responsible for schedule adherence management, attendance and punctuality of all employees;
Responsible for understanding who the Stefanini Field partners / leveraged Stefanini resources are per region;
Responsible for ensuring that all Stefanini Field partners / leveraged Stefanini resource contact / escalation points are known within every organization;
Responsible for understanding the escalation process for each Stefanini Field partner / leveraged Stefanini resource;
Responsible for understanding each Field partner’s various Service Offerings to ensure that the appropriate partner is engaged each time a client issue occurs.