IT Support Team Leader

Job Description

Role Purpose

The On-Site Support Team Leader is responsible for the end-to-end delivery of On-Site IT support services within a high-profile enterprise environment.

This role combines technical expertise with operational leadership, ensuring the On-Site team delivers a consistent, high-quality service aligned to contractual SLAs, customer expectations, and operational standards.

Leading a small team of IT professionals, the team leader will act as the primary escalation point, technical authority, and customer interface, driving service performance, team effectiveness, and continuous improvement.

Key Responsibilities

• Own the delivery of the On-Site IT support service
• Ensure all incidents and service requests are managed in line with SLA and operational processes
• Oversee the effective use of ServiceNow for ticket management, updates, and closure quality
• Manage the On-Site engineering team day to day, including performance reviews and progression plans
• Maintain visibility of queue health, ensuring tickets are prioritised and progressed appropriately
• Drive a consistent and high-quality end-user support experience

Technical Leadership

• Act as the primary escalation point for complex incidents and major service issues
• Provide hands-on technical support where required, particularly for high-priority situations
• Ensure strong standards of troubleshooting and first-time fix performance
• Maintain operational readiness of AV and meeting room environments
• Identify recurring issues and implement preventative and improvement action
• Act as the key liaison between internal Customer IT teams and Telefonica resolver groups

People Management & Leadership

• Lead, coach, and develop a team of On-Site support engineers
• Drive accountability, professionalism, and collaboration within the team
• Manage workload distribution, rotas, and On-Site resource coverage
• Provide regular feedback, performance management, and support development plans
• Address behavioural and performance issues in line with company standards

Customer & Stakeholder Management

• Act as the main On-Site point of contact for the customer
• Build strong, professional relationships with key stakeholders
• Work alongside the Service Delivery Manager, to manage escalated customer concerns, ensuring timely and effective resolution
• Represent On-Site operations in service reviews and stakeholder meetings

Governance & Continuous Improvement

• Ensure adherence to ITIL-aligned processes and governance frameworks
• Maintain accurate documentation, reporting, and audit readiness
• Identify opportunities to improve service quality, efficiency, and consistency
• Contribute to operational reviews and implement agreed improvement actions

Skills & Experience

Essential

• Proven experience in a Team Leader or Senior On-Site IT Support role
• Strong background in enterprise IT support environments
• Strong leadership, people management, and coaching capability
• Excellent communication and stakeholder management skills

Technical expertise in:

• Microsoft 365 and End User Computing
• Windows 11 device support (including device management)
• AV and meeting room technologies (Microsoft Teams Rooms)

Desirable

• ITIL Foundation (or equivalent experience in structured service environments)
• Experience in high-profile, customer-facing or regulated environments
• Experience driving service improvement initiatives

Additional Information

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us, and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. 
 
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.