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About the Role

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.

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
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
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

Requirements

Proven experience in a Team Leader or Senior On-Site IT Support role
Strong background in enterprise IT support environments
Strong leadership, people management, and coaching capability
Excellent communication and stakeholder management skills
Technical expertise in Microsoft 365 and End User Computing
Windows 11 device support (including device management)
AV and meeting room technologies (Microsoft Teams Rooms)
ITIL Foundation (or equivalent experience in structured service environments)
Experience in high-profile, customer-facing or regulated environments
Experience driving service improvement initiatives

Skills

Microsoft 365
End User Computing
Windows 11 device support
Device management
AV technologies
Meeting room technologies
Microsoft Teams Rooms
ITIL
ServiceNow
Troubleshooting
Incident Management
Service Request Management
Performance Management
Stakeholder Management
Coaching
Leadership

Work Type

On-Site
Full time

About the Company

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
Trusted Partners: Microsoft, HPE, Fortinet, Palo Alto & Crowdstrike

Equal Opportunity

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
Be yourself with us, and feel that you belong.
We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.
We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.