IT Support Team Leader

Webhosting; Greater London; Hybrid; GBP 42,000 - 64,000; Full time

Job summary

Telefónica Tech UK&I seeks an On-Site Support Team Leader to oversee end-to-end delivery of on-site IT support in a high-profile environment. You will act as escalation point, drive service performance, and coach engineers to maintain SLA compliance and strong end-user experience.

Lead a small team, manage workload, and collaborate with customer IT and resolver groups to ensure timely resolution and continuous improvement.

Qualifications

• Proven experience leading an on-site IT support team.
• Strong incident management and escalation capabilities.
• Familiarity with ITIL processes and ServiceNow platform.

Responsibilities

• Own the delivery of the On-Site IT support service.
• Ensure incidents and service requests align with SLA and processes.
• Oversee ServiceNow ticket management, updates, and closure quality.
• Manage day-to-day On-Site engineering team including performance reviews.
• Maintain queue health and prioritise tickets for timely resolution.
• Lead and develop a team of On-Site support engineers.

Skills

Team leadership

Customer service

Incident management

Tools

ServiceNow

ITIL

AV systems

Job description

On-site Full-time Not specified Operations

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
• 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
• 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

Technical 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 Bold

• 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