Responsibilities:
1. Monitor and manage desktop support, to ensure service performance meets customer expectations
2. Act as Single Point of Contact (SPOC) for client(s)
3. Provide leadership, direction, and coach/mentor team
4. Manage the on-site services according to the scope work and changes of scope
5. Ensure that systems, procedures, and methodologies are in place to support the expected delivery of agreed services
6. Ensure that best business practices are implemented
7. Identify service improvements opportunities and ensure implementation of actions that lead to service optimizations
8. Ensure the assets in scope for the on-site teams are accurately tracked and registered in the asset management database
9. Ensure the local stocks under the responsibility of the on-site teams is kept tidy, the assets are tracked, and stock levels are optimal.
10. Ensure the PC lifecycle is managed according to agreed client expectations
11. Take ownership of customer complaints related to local support and ensure corrections actions are implemented
12. Assist with new launches or new services with client(s)
13. Responsible for the invoicing of services
14. Ensure financial performance targets are met
15. Ensure that project and ad hoc activities are charged to the client either as part of the on-going contract or through a change request form
16. Evaluate, classify, and determine impact of change requests
17. Develop service dashboards, weekly and monthly reports and ensure data analysis that result into actionable outcomes
18. Facilitate and lead weekly/monthly and quarterly service reviews with your team and client
19. Provide to management regular reports on service performance
Job Requirements
20. Own and grow your designated account and lead by example.
21. Innovate and propose new improvement ideas.
22. Develop weekly status reports that will roll up into a monthly report.
23. Participate in client meetings including Quarterly Business Review;
24. Represent your region in the Quarterly Business Reviews;
25. Own the local onboarding of the local workforce;
26. Excellent organization and communication skills, flexibility, good time management and ability to follow processes and procedures.
27. Proven experience of local IT support
28. Good knowledge of hardware, software and infrastructure technologies
29. Experience with managing physical and virtual teams
30. Excellent customer facing skills
31. Minimum of 2-3 years' experience working in an IT management role
32. Excellent English and Italian language skills
What's next: 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 containor 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! About us We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. 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! Learn more about us on and join us on, and where we regularly post insights from our colleagues.We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.Key Points to Remember:* Legitimate job offers only follow interviews conducted with our hiring managers or clients.* We will never ask for payment at any stage of the recruitment process.Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.