IT Support Team Leader

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

Essential

Technical expertise in:

Desirable

Telefónica Tech(part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers everyday in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications, Workplace Services and Cyber Security & Networking.

Values:Open, Trusted and Bold

Trusted Partners:

• Microsoft:Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE:Platinum Partner – FY23 UK&I Solution Provider of the Year
• Fortinet:Elite VIP Program – one of only 2 in the UK
• Palo Alto & Crowdstrike:part of our NextDefense Cyber Security Portfolio