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Job Details

Warehouse IT Team Leader

Job ID#:


Job Category:

Field Services


Terneuzen,  Netherlands

Position Type:


Job Description

The Team Leader role is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader role will support the Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA) and Key performance indicators (KPI's). The Team Leader will assist the program manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time.  This Team Leader role is responsible for leading the Field Service Team as outlined in the SOW/ MSA for the respective client(s).
  • Acts as a Single Point of Contact (SPOC) for all onsite support services
  • Responsible for Service Level attainment and contractual deliverables for onsite support 
  • Responsible for day-to-day delivery of onsite support services, ensuring that workload is manageable and balanced accordingly
  • Takes ownership, investigates and follows-up on escalations
  • Attends and participates in Client and company meetings
  • Hosts formal daily 'Huddle' meetings with the onsite support team and distributes meeting minutes.
  • Provide performance reporting and conduct weekly and monthly status update meetings related to the program and management oversight for each team member
  • Ensures that technician work areas are compliant with relevant clean desk policies and client safety policies 
  • Reporting manager to the onsite support resources, reports to management line for staffing needs
  • Responsible for onsite support hiring, onboarding, coaching, counselling, feedback, disciplinary issues, and positive recognition
  • Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
  • Writes employee performance evaluations, delivers merits, and performs other administrative tasks
  • Coordinates ongoing training and identify training requirements
  • Provides new technology advisory service, testing, integration, and collaboration
  • Assists with innovation and transformation of the onsite support services
  • Implements, monitors, and adheres to Best Practices
  • Drives root cause analysis and opportunities for improvement and assists with quality initiatives
  • Performs other duties as assigned

Job Requirements

  • Diploma, graduate degree or equivalent required
  • Must have 3 Years' proven experience in a Desktop Leadership role.
  • Technical skills: 3 years minimum experience in Deskside Technician role. 
  • Knowledge of email systems, Microsoft Office applications, up to an including Office 365 and Windows operating systems.  Other expertise such as MAC, Active Directory, Networking, TCP/IP or SCCM might be required as client and project specific enterprise environments may vary, so a good breadth of knowledge in various technologies is essential.
  • Technical certifications such as COMPTIA A+ or Microsoft Certified advantageous
  • Service management certifications such as ITIL foundation, Six Sigma advantageous
  • Highly professional, results orientated
  • Customer focused, positive attitude
  • Proactive self-starter, organised
  • Coaching and mentoring mind-set
  • Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical customers
  • Proven ability to support challenging customers in a fast-paced environment
  • Valid driving license and vehicle required, as some business travel may be required
  • Advanced Dutch and English
What we offer:
  • Competitive salary and benefits package
  • Advanced career development through Stefanini University, develop your professional and technical skills to develop your career path on your own terms.
  • Exposure to an international environment as part of a multicultural team spread across Europe

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!
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.
In case you will need further information, just send us a message at and we'll be happy to assist!
About us 
We are a Brazilian company with over 30 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 39 countries, through our 88 offices located throughout the world and we enjoy working for over 500 active clients. While more than 300 of them are multinational corporations, we have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities. 
Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us!
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