> Markdown version of [/jobs/ext/2767552-it-team-leader](https://www.wearedevelopers.com/jobs/ext/2767552-it-team-leader). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Team Leader - **Company:** Stefanini - **Location:** London, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Queue Management Systems, Servicenow - **Published:** September 7, 2026 - **Apply:** https://www.totaljobs.com/job/it-team-leader/stefanini-uk-ltd-job107948182 ## About the Role * At least 5 years of relevant industry experience; * High school diploma or equivalent required; * Excellent troubleshooting capability; * Ability to work in a team environment as well as independently; * Ability to communicate technical information to non-technical audiences; * Excellent verbal and written communication skills; * Ability to complete assignments with no supervision and search internally/externally for support information; * Customer-oriented attitude; * Ability to travel locally to support other sites, when required; * Valid driver's license if travel is required; * Excellent attention to detail and organization skills; * Be a big-thinker, able to think strategically and ready to be and feel a part of the big picture; * Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes; * ITIL certification is a plus. ## Description Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service. This is a Hands-on Team Leader position, and combines leading a team of deskside technicians, while also performing work as a deskside technician. Team leader responsibilities: * Responsible for day to day operations of Field Services Team; * Create a cohesive team environment through consistent management; * Coach and counsel of direct reports including providing feedback including positive; recognition, conduct performance evaluations, training, mentoring and handling discipline issues; * Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned; * Perform root cause analysis and identify opportunities to improve efficiencies; * Ensure direct reports meet their goals and follow departmental processes; * Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client; * Coordinate and execute ad-hoc client project work, as needed; * Important: Coordinate ad-hoc dispatches in the Geo between clients and Stefanini subcontractors / manage said dispatched technicians. Other responsibilities: * Imaging, troubleshooting and repairing hardware issues (Mac and Windows); * Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions; * Preventative maintenance (e.g., lifecycle); * Troubleshooting HW issues on end user devices; * Proper utilization of ServiceNow; * ServiceNow queue management and Ticket follow-up; * Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party; * Critical project support that involves hardware and/or high-touch user experience; * Perform comprehensive site hardware asset inventory; * Maintain consumable device inventory count; * Conduct spare part and loaner pool management; * Support IMACR/D requests; * Engage OEM for warranty repairs and follow up on status; * Escort OEM technicians onsite when needed. * Assist client with physical support for incidents related to network, datacenter, and other activities as requested. * Work on child ticket as assigned by Level 2/3 client-provided technical staff. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [TOPsharing – Empowerment for Leadership Positions](https://www.wearedevelopers.com/videos/864-topsharing-empowerment-for-leadership-positions) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [The Lifehacker's Guide to Software Architecture](https://www.wearedevelopers.com/videos/1003-the-lifehacker-s-guide-to-software-architecture) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Technology is Necessary, But Not Sufficient](https://www.wearedevelopers.com/videos/880-technology-is-necessary-but-not-sufficient) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)