IT Support Team Leader

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

Requirements

• 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
• 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 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.

Benefits

Additional Information

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.

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