About the client : Our client is a global telecommunications company with operations out of Doral, FL. With a commitment to pushing the boundaries of connectivity and communication technology, our client stands at the forefront of shaping the digital landscape worldwide.

They have built a reputation for excellence in delivering reliable, high-speed solutions that empower businesses across the globe.

Our client is committed to providing unparalleled service and support, ensuring that every interaction leaves a lasting impression.

If you're ready to be part of a team that's shaping the future of telecommunications, then look no further.

About the role : We are seeking a dynamic and results-driven Team Leader to oversee the daily operations of our outsourcing workplace services.

This role is crucial for ensuring timely delivery of onsite support and technology solutions to our clients globally.

Responsibilities :

Operational Oversight : Manage daily operations involving the rapid processing and shipment of laptops through a 1-business-day service protocol.

Oversee a streamlined workflow where tickets are assigned through a ticketing system, coordination with third-party storage vendors is maintained, and shipping procedures are executed to the highest standards.

Workflow Management : Handle tickets and tasks specific to provisioning, device replacements, and device return processes.

Ensure all operations adhere to the strict SLA of 1 business day for customer shipments, while also monitoring return processes without defined SLAs.

Global Technician Dispatch : Coordinate with a third-party vendor to manage the dispatch of technicians for onsite services to customers worldwide.

Ensure all technical deployments meet company standards and client expectations.

• Documentation and Compliance : Maintain accurate records of all transactions, including shipments and returns. Ensure the integrity of serial number logs and update control files as necessary to maintain compliance and operational readiness.
• Team Coordination : Lead and direct a team responsible for liaising with third-party vendors and dispatching technicians to global sites.

Ensure efficient task allocation and adherence to procedural guidelines.

Reporting and Communication : Generate regular reports, executive summaries, and presentations detailing operational metrics, challenges, and achievements.

Qualifications :

• Bachelor’s degree in business administration, Operations Management, IT Management, or Telecommunications Engineering.
• Proven experience in operational management or team leadership, preferably in logistics, IT services, or telecommunications.
• Strong proficiency in ServiceNow, Remedy on Demand, Microsoft Excel, and other operational management tools.
• Excellent organizational, communication, and leadership skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Experience in handling third-party vendors and global team coordination.
• Deep understanding of IT infrastructure and telecommunications systems.

Last updated : 2024-05-17