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Job Details

Team Leader

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Opole,  Poland

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Job Description

Stefanini brings decades of IT outsourcing expertise to clients around the globe. We support mid-size and large corporations through offshore, onshore and nearshore IT managed services, systems integration, consulting and strategic staffing. Our service offerings include: IT infrastructure outsourcing, application development/systems integration, ERP/SAP consulting, asset management, and strategic IT staffing solutions.
Due to the constant growth of our services, we are now seeking an exceptional individual that would make a real contribution to our business as a:

Team Leader

We are looking for a person with exceptional customer service skills to take the leadership of a Team of professionals working for a Service Desk. In this role, the ability to build effective working relationships with both team members and business users, and a flexible and committed approach to work will be expected first and foremost - but the main challenge, and opportunity, here will be in establishing our local presence by active participation in creating a delivery team up to our global standards.
Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.
Key Accountabilities :
  • Coordinate and supervise the daily activities of the staff in the team in order to maintain good routine and orderliness
  • Plan and control team schedules and time adherence
  • Monitor team’s performance towards goals set for roles in the team
  • Coach and motivate team members to deliver expected results on the quality of service to be delivered to the customer
  • Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery
  • Manage and review critical incidents, associated to customer communication, activities and any appropriate escalations in a bid to ensure customer satisfaction and effective solutions delivered to the client
  • Review performance reports, service improvements, service quality and processes set for the team to promote solutions that support the ITIL methodology, change management and risk management
Qualification / Profile
  • Leadership skills to manage teams, backed up with relevant experience
  • Strong command of both spoken and written English
  • A demonstrated focus on customer service excellence
  • Very good communication skills, should have cooperate to deliver services across geographies
  • Ability to drive initiatives in the team with creativity and a long term vision
  • Innovation with proactive and flexible approach to given area of responsibilities
  • ITIL understanding, experience of dealing with process improvements
  • Team player, comfortable in working within decentralized, multi-site organization
  • Organized, analytical, result-oriented, time-management abilities
  • Project or client management experience will be an asset
Our offer
  • Full time job, stability of employment
  • Flexible benefits package (you can choose from such items as MultiSport card, cinema tickets, vouchers for various shops and restaurants, holiday booking discounts and much, much more)
  • Premium private medical healthcare, which includes dental care and insurance policy for international travel
  • And up to 4 extra days of paid holidays per year!

Job Requirements



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