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Job Details


Team Leader II  Southfield, MI  Posted: 1/14/2021
Job Description

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Full Time




For 30+ years, 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 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. 

*Coordinates and supervises the daily activities of a team of technical Service Desk agents. *Decisions are guided by policies, procedures and business plan; receives guidance and oversight from Stefanini Service Delivery manager. 
*Developed knowledge and skills through formal training and considerable work experience. *Manage and maintain all program level Service Level Agreements 
*Responsible for day-to-day delivery of onsite support services and Real Time Adherence *Provide performance reporting and conduct weekly and monthly status update meetings related to the program as needed 
*Responsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognition 
*Ensures each of your Service Desk agents meet their required goals including schedule adherence, attendance, policy adherence, conduct, and performance 
*Writes employee performance evaluations, delivers merits, and performs other administrative tasks 
*Coordinate ongoing training and identify training requirements for your team 
*Drives root cause analysis and opportunities for improvement Investigates and responds to escalations 
*Assists with Quality initiatives 
*Performs other duties as assigned

"If you would like to speak with a recruiter about this new and exciting opportunity, please call 248-727-2521'

Job Requirements


*2-3 years Call center operations or service desk experience Managing Tier 1 technician Service Desk agents. 
*Intermediate computer and associated technology skills 
*Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition 
*Ensuring each agent meets their required goals including intraday schedule adherence, attendance, established call center metrics, policy/handbook adherence, conduct and performance 
*Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned 
*Performing root cause analysis and identifying opportunities for helpdesk efficiencies 
*Working with the Recruiting Department in hiring qualified candidates 
*Creating a cohesive team environment through consistent management 
*Quality monitoring, workforce management and working on special projects as needed 
*Ability to work after-hours or on-call as needed 
*Provide exceptional support to all levels of employees 
*Excellent interpersonal skills, attention to detail and organizational skills 
*The willingness to work in a fast paced customer centric environment focused on continuous service improvement


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