Onsite IT Support Team Lead (Networking & AV)

Webhosting; Manchester; Hybrid; 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

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.