IT Support Team Leader

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., * Leadership role with direct responsibility for team development and service excellence.
• Broad exposure to enterprise networking, workplace technology and AV environments.
• High visibility position working closely with customers and senior stakeholders.
• Opportunity to influence service improvement initiatives and operational strategy.
• Varied technology landscape covering networking, AV, digital signage, room booking systems and connected infrastructure.
• Mix of technical leadership, customer engagement and operational management responsibilities.

• Experience leading, coaching and developing technical support teams.
• Strong customer service and stakeholder management experience.
• Experience supporting enterprise networking environments and connectivity services.
• Knowledge of Audio Visual (AV) meeting room technologies and workplace technology solutions.
• Understanding of ITIL service management principles.
• Excellent communication, organisation and problem-solving skills.
• Ability to manage multiple priorities across several locations.
• Experience operating within SLA-driven support environments.

Desirable

• Experience supporting government or highly regulated organisations.
• ITIL Foundation certification.
• Networking certifications such as CCNA or CompTIA Network+.
• Experience using ITSM platforms and producing operational reporting.
• Experience managing suppliers, service partners and third-party escalations.

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) Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• 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