IT Support Team Leader

Webhosting; Manchester; On-site; GBP 42,000 - 56,000; Full time

Job summary

Telefónica Tech UK&I in Manchester is seeking an IT Support Team Leader to head the onsite support team and ensure delivery across customer locations.

The role combines people leadership with hands-on networking, Wi-Fi, AV and workplace tech, delivering against SLAs and maintaining high service standards.

You will partner with customer stakeholders and other tech teams to resolve issues and drive improvements.

Qualifications

• Experience leading onsite technical teams across multiple locations.
• Strong customer service orientation and stakeholder management.
• Solid understanding of networking, AV and workplace technology.

Responsibilities

• Lead, coach and develop a team of onsite Technical Support Engineers across multiple customer locations.
• Act as the primary escalation point for operational, technical and service-related issues.
• Ensure services are delivered in line with agreed SLAs and customer expectations.
• Coordinate resource planning and site coverage to maintain high service standards.
• Provide leadership and oversight for enterprise Wi-Fi, networking and connected infrastructure support.
• Oversee support for AV meeting room technology, digital signage and room booking platforms.
• Monitor incidents, service trends and aged tickets to drive continual improvement.
• Build strong relationships with customer stakeholders and act as a trusted service partner.
• Manage VIP and executive support requirements with professionalism and urgency.
• Collaborate with specialist technical teams and third-party suppliers to resolve complex issues and enhance service performance.

Skills

Team leadership

Networking

AV systems

Workplace tech

Customer service

Tools

Wi-Fi networks

LAN/WAN

Job description

TelefonicaTech ·United Kingdom, Manchester

On-site Full-time Not specified Operations

Job Description

IT Support Team Leader (Onsite Services)
Manchester - Full-Time onsite

Why This Role?

We're looking for an experienced IT Support Team Leader to lead a team delivering critical onsite technology services across multiple customer locations.

You'll play a key role in ensuring exceptional service delivery, leading technical support operations across networking, AV and workplace technologies while acting as a trusted partner to customers, stakeholders and service teams.

This is an opportunity to combine people leadership, technical expertise and customer engagement in a highly visible role with real operational impact.

What You’ll Be Doing

• Lead, coach and develop a team of onsite Technical Support Engineers across multiple customer locations.
• Act as the primary escalation point for operational, technical and service-related issues.
• Ensure services are delivered in line with agreed SLAs and customer expectations.
• Coordinate resource planning and site coverage to maintain high service standards.
• Provide leadership and oversight for enterprise Wi-Fi, networking and connected infrastructure support.
• Oversee support for AV meeting room technology, digital signage and room booking platforms.
• Monitor incidents, service trends and aged tickets to drive continual improvement.
• Build strong relationships with customer stakeholders and act as a trusted service partner.
• Manage VIP and executive support requirements with professionalism and urgency.
• Collaborate with specialist technical teams and third-party suppliers to resolve complex issues and enhance service performance.

Why This Opportunity Stands Out

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 BoldEnglish (UK) - English (UK)

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