Information Technology Support Team Lead Lisboa

Information Technology Support Team Lead
Lisboa
Lisboa, Lisboa, Portugal

Stefanini is hiring IT Support team leaders to join one of our clients operating in Lisbon, Portugal.

• Project duration:
  - term;
• Work model: hybrid (2 days per week
  - site in Lisbon: Marquês de Pombal), 1 day per month
  - site in Azambuja;

The Team Leader is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader will support the international team of Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA)/KPI;s. The Team Leader will assist the program manager in running
-
- day business and to provide floor management so that the right person is in the right place at the right time.

Job responsibilities

To support the Field Technicians in reaching the heights standard of customer service, among other by:

• Helping and encouraging the team to meet ticket handing standards.
• Supporting the team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, networks or systems; intervening in stressful situations.
• Ensuring internal communication within the team, holding team meetings.
• Performing one to one with technical support staff.
• Ensuring planning, schedules, breaks, code of conduct etc. are respected by the team members.
• Organizing team events, building up team spirit.
• Taking care of new starters, introducing them to the team, their tasks and role.
• Evaluating and developing team members through remote and face to face interaction, evaluating the technician's competences, giving constructive feedback and
  -
  - job training.
• Dependent upon distribution of team, his role may include the need to travel to other client locations.
• Manage Service
  Now coordination
  -
  - day for ticket handling and asset management

To assist the Service Delivery Manager to achieve objectives and maintain productivity by:

• Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions
• Participate in special projects allocated by the SDM and completing them within agreed time scales.
• Giving advice on customer service, internal quality and team training needs.
• Ensuring organization of the team.
• Identify and implement processes improvement initiatives in conjunction with Service Delivery Manager
• Acting as single point of contact for customer issues and delegate authority on specific subjects.

Role requirements:

• Must have 2 Years' proven experience in a Desktop Support Leadership role.
• Experience with Service
  Now for ticket management.
• Excellent Planning and organizational skills.
• Leadership- People management skills.
• Problem solving: direct and assertive attitude.
• Attention to detail.
• Analysis: pin points problems and tackles them in a logical,
  -
  - step way.
• Customer sensitivity.
• Excellent English Oral and Written Communication skills.
• Customer Awareness: understands the needs, requests, problems and priorities of customers.
• Technical skills: Knowledge of email systems, Windows applications (Word, Excel, Power
  Point, Windows NT/2K/XP); Internet Explorer; Client specific's technology. Other expertise such as Networking, TCP/IP is a strong
  -
  - have.
• Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the needs and priorities.

What we offer

You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages:

• Career development: opportunity to grow within the team;
• Special referral bonuses for recommending your friends;
• Private Medical subscription;
• Friendly team who is eager to meet you.

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. To apply, please submit your English-written updated CV.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain

or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are the Stefanini Group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of
- creating solutions together with our clients that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI-first, meaning we invest in
- edge technology in everything we do, focusing on results for our clients.

We are a company, a group, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute your ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.