On-Site IT Support Lead: SLA-Driven Tech & Team Coach

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

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.