The Deskside Team Leader at Nike EHQ reports directly to a Service Delivery Manager and is responsible for managing the provision of support to Nike employees by their Deskside team(s) either when the Service Desk is unable to, the employee is a walk-up, or the Technician is working at a Performance Bar.
The Team Leader is responsible for either their location(s) or their team (as specified) including day to day queue management, workload management, and people management to ensure continuity of service to the Nike employees.
The TL is expected to communicate in a timely manner with their team when additional responsibilities are requested by Nike which have not been provided at that location previously. Those may be on the lists below or in addition to the lists. The TL will then work with the appropriate Nike contacts to determine what preparation is needed to take on these responsibilities and how current priorities and work load will be affected. The TL will communicate that back with the Technicians.
Training for the following responsibilities will be provided by Stefanini through a combination of classroom, online and on-the-job training/shadowing.