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EHQ Team Leader

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EHQ,  Netherlands

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Job Description

Stefanini has a full-time opportunity for a Deskside Team Leader with hands-on responsibilities at the European Headquarters of Nike in Hilversum. The Team Leader will work with and manage a team of local and remote Deskside Technicians, in addition to assisting with the resolution of client tickets when the need arises.
This will be a diverse and challenging position. The overall goal is to ensure that all support calls are dealt with in a timely manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can"t solve. We are looking for an extremely proactive person, who is able to make suggestions for improvements and offer an opinion on new products. In addition, we are looking for a person with exceptional customer service skills, along with the ability to build effective working relationships with both team members and business users, and a flexible and committed approach to work.
Job responsibilities
Responsibilities - Team Leader
  • Coaching, counselling, providing feedback, handling disciplinary issues and providing positive recognition.
  • Ensuring each Technician meets his or her required goals.
  • Performing root cause analysis and identifying opportunities for efficiencies.
  • Ensure service KPI"s & SLAS"s are consistently met.
  • Work closely with the client on change management (impact, training and workforce needs…)
  • Working with the Recruitment Department in hiring qualified candidates.
  • Creating a cohesive team environment through consistent management.
Responsibilities - Hands-on Technical Support
  • Provide desk-side support that consistently meets or exceeds Customer expectations, gaining their trust and respect.
  • Maintain, analyse and solve end user computing problems both hardware and software.
  • Roll out of hardware/software including documentation.
  • Handle escalations

Job Requirements

  • Must have 1 Years" proven experience in a Desktop Leadership role.
  • Technical skills: Knowledge of email systems, Windows applications (Word, Excel, PowerPoint, Windows NT/2K/XP); Internet Explorer; Client specific"s technology. Other expertise such as Networking, TCP/IP might be required depending on the projects specific"s technology.
  • Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behaviour with the needs and priorities
  • Results orientation: focuses on the delivery of targets, quality and deadlines.
  • Creativity/Innovation: Has the ability to come up with new ideas, seizes opportunities, and thinks 'out of the box'.
  • Tolerance for Stress: maintains control and performance in stressful situations; stays calm when problems arise, avoids letting day-to-day pressure get him/her down, does not take rejection personally, stays positive, puts problems behind once solved.
  • Respect for the individual : demonstrate respectful behaviour to other team members and external customers



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