Job Description

To supervise and manage a regional team of IT deskside field support technical specialists to deliver effective day-to-day IT deskside support, advice, guidance, diagnosis, and timely problem resolution for users. This is an Asia regional role to be based in Singapore, to manage IT deskside outsourcing for an American Multinational Financial company client

• Ensuring that daily IT operations and service delivery are properly executed.
• Coordinates and manages team activities and resolves any team conflicts and issues
• Ensuring all user issues are resolved by the team timely and meeting service SLA
• Conducts daily or weekly service review with all stakeholders and ensuring action plan in place to address outstanding issues
• Manage day to day customer"s escalations and resolutions
• Ensuring that the team are trained and equipped with skills to effectively provide onsite VIP support, End User Computing break fix, incident management and IMAC of hardware and software.
• Ensuring the team is able to provide smart hands support for network and server issues
• Provides effective and timely communications to all stakeholders and users

Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

• Create a cohesive team environment through consistent management
• Coach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues
• Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned
• Perform root cause analysis and identify opportunities to improve efficiencies
• Ensure direct reports meet their goals and follow departmental processes
• Responsible for day to day operations of Service Desk
• Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client

What you\'ll get

• Work with brilliant minds, often within a global capacity;
• Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
• Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.

Why we\'re different

• Brazilian and privately owned company;
• Agility, flexibility, and innovation are in our DNA;
• Flat organizational structure which enables faster communication and decision making;
• Open floor plan environment where collaboration is highly encouraged!

• Bachelor"s degree or four year equivalent preferred
• Extensive VIP & Executives level support experience
• Extensive experience in IT service delivery
• Minimum of 2-3 years" of experience as a Team Lead with direct people management role at the regional level
• Excellent customer and people relationship and communication skills
• Ability to manage and handle work related stress and pressure.
• Collaboration and team leadership abilities
• Critical thinking and problem solving skill

• High school diploma or equivalent required
• 2+ years of management experience including coaching, training, mentoring interviewing, hiring and terminations
• Good interpersonal skills
• Excellent attention to detail and organization skills
• Effective time management and organizational skills
• Excellent verbal and written communication skills
• Be a big-thinker, able to think strategically and ready to be and feel a part of the big picture
• Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes