IT Support Team Leader

On-site Full-time Not specified OperationsJob DescriptionRole PurposeThe 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 ResponsibilitiesOwn the delivery of the On-Site IT support serviceEnsure all incidents and service requests are managed in line with SLA and operational processesOversee the effective use of ServiceNow for ticket management, updates, and closure qualityManage the On-Site engineering team day to day, including performance reviews and progression plansMaintain visibility of queue health, ensuring tickets are prioritised and progressed appropriatelyDrive a consistent and high-quality end-user support experienceTechnical LeadershipAct as the primary escalation point for complex incidents and major service issuesProvide hands‑on technical support where required, particularly for high‑priority situationsEnsure strong standards of troubleshooting and first‑time fix performanceMaintain operational readiness of AV and meeting room environmentsIdentify recurring issues and implement preventative and improvement actionAct as the key liaison between internal Customer IT teams and Telefonica resolver groupsLead, coach, and develop a team of On-Site support engineersDrive accountability, professionalism, and collaboration within the teamManage workload distribution, rotas, and On‑Site resource coverageProvide regular feedback, performance management, and support development plansAddress behavioural and performance issues in line with company standardsAct as the main On‑Site point of contact for the customerBuild strong, professional relationships with key stakeholdersWork alongside the Service Delivery Manager, to manage escalated customer concerns, ensuring timely and effective resolutionRepresent On‑Site operations in service reviews and stakeholder meetingsGovernance & Continuous ImprovementEnsure adherence to ITIL‑aligned processes and governance frameworksMaintain accurate documentation, reporting, and audit readinessIdentify opportunities to improve service quality, efficiency, and consistencyContribute to operational reviews and implement agreed improvement actionsTechnical expertise in: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 BoldHPE:Platinum Partner – FY23 UK&I Solution Provider of the YearFortinet:Elite VIP Program – one of only 2 in the UKPalo Alto & Crowdstrike:part of our NextDefense Cyber Security Portfolio #J-18808-Ljbffr