Field Services Team Leader

Há 13 horas

São Paulo, Brasil Lenovo Tempo inteiro

Description and Requirements Lenovo Workplace Services acts as a Single Point of Contact (SPOC) for End User Managed Services, delivering comprehensive IT support to our customers’ end users. Fully integrated with customer IT functions and processes, we provide end-to-end local and remote support designed to ensure seamless operations and exceptional user experiences. About the Role We’re looking for a Field Services Team Leader to manage a team of Field Services Analysts who handle IT incidents and service requests for Lenovo’s customers. You will be responsible for team performance, customer satisfaction, and continuous improvement—ensuring that our service delivery meets and exceeds expectations. What You’ll Do Lead and support a team of Field Services Analysts in delivering IT support to end users. Monitor and allocate resources to meet service level agreements (SLAs). Track performance metrics and prepare reports for internal and customer meetings. Serve as an escalation point for customer issues and ensure timely resolution. Collaborate with the Quality Manager to maintain and update the team knowledge base. Partner with the Service Delivery Manager on HR tasks, including hiring, performance management, and onboarding. Develop training and career growth plans to keep team skills and certifications up to date. Manage resource allocation, absenteeism, and turnover forecasting. Participate in regular customer meetings and contribute to service improvement initiatives. What We’re Looking For Key Competencies: Strong customer communication skills (verbal and written) across all organizational levels, including Senior Management and CIO. Ability to multitask, stay organized, and perform under pressure. Proficiency with ITSM toolsets (ServiceNow preferred). Working knowledge of ITIL/ITSM Methodology & Best Practices. Professional fluency in English. Experience & Education: 5+ years of experience as a Team Leader or Manager in an internal or outsourced IT support environment. Diploma or Degree in IT or a related business discipline. ITIL Foundations certification required. Technical certifications such as Microsoft Certified, Linux, or CompTIA A+ are highly desirable. HDI certifications HDI Desktop Advanced Support Technician, HDI Support Center Analyst) are a plus. Additional Locations : * Brazil * Brazil

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