Support IT Teamlead

Stefanini Netherlands B.V.
  • Terneuzen
  • Vast
  • HBO, WO
  • 40 uur
Davy Wind avatar
Davy Wind recruitment consultant

The Team Leader role is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader role will support the Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA) and Key performance indicators (KPI's). The Team Leader will assist the program manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time. This Team Leader role is responsible for leading the Field Service Team as outlined in the SOW/ MSA for the respective client(s).


  • Acts as a Single Point of Contact (SPOC) for all onsite support services
  • Responsible for Service Level attainment and contractual deliverables for onsite support
  • Responsible for day-to-day delivery of onsite support services, ensuring that workload is manageable and balanced accordingly
  • Takes ownership, investigates and follows-up on escalations
  • Attends and participates in Client and company meetings
  • Hosts formal daily 'Huddle' meetings with the onsite support team and distributes meeting minutes.
  • Provide performance reporting and conduct weekly and monthly status update meetings related to the program and management oversight for each team member
  • Ensures that technician work areas are compliant with relevant clean desk policies and client safety policies
  • Reporting manager to the onsite support resources, reports to management line for staffing needs
  • Responsible for onsite support hiring, onboarding, coaching, counselling, feedback, disciplinary issues, and positive recognition
  • Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
  • Writes employee performance evaluations, delivers merits, and performs other administrative tasks
  • Coordinates ongoing training and identify training requirements
  • Provides new technology advisory service, testing, integration, and collaboration
  • Assists with innovation and transformation of the onsite support services
  • Implements, monitors, and adheres to Best Practices
  • Drives root cause analysis and opportunities for improvement and assists with quality initiatives
  • Performs other duties as assigned


  • Diploma, graduate degree or equivalent required
  • Must have 3 Years' proven experience in a Desktop Leadership role.
  • Technical skills: 3 years minimum experience in Deskside Technician role.
  • Knowledge of email systems, Microsoft Office applications, up to an including Office 365 and Windows operating systems. Other expertise such as MAC, Active Directory, Networking, TCP/IP or SCCM might be required as client and project specific enterprise environments may vary, so a good breadth of knowledge in various technologies is essential.
  • Technical certifications such as COMPTIA A+ or Microsoft Certified advantageous
  • Service management certifications such as ITIL foundation, Six Sigma advantageous
  • Highly professional, results orientated
  • Customer focused, positive attitude
  • Proactive self-starter, organised
  • Coaching and mentoring mind-set
  • Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical customers
  • Proven ability to support challenging customers in a fast-paced environment
  • Valid driving license and vehicle required, as some business travel may be required
  • Advanced Dutch and English


Inclusiviteit en diversiteit

Uiteraard staat deze vacature open voor iedereen die zich hierin herkent. We geloven dat diverse teams van belang zijn voor ons als lerende organisatie, die voorop wil blijven lopen in de wereld van werk. Want juist verschillen tussen mensen zorgen voor groei. Van collega's, klanten, kandidaten en daarmee van Yacht. Heb jij een uniek talent? We ontmoeten je graag.

Davy Wind avatar
Davy Wind recruitment consultant


recruiter Davy Wind

Davy Wind

recruitment consultant

Het sollicitatieproces

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Is er een match, dan plannen we een persoonlijke kennismaking

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Daarna word je (eventueel) voorgesteld bij onze opdrachtgever

Wanneer de klik er is, ga je starten bij je nieuwe uitdaging!

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Afhankelijk van het soort dienstverband (interim, zzp of vast), ontvang je van ons een aanbod