IT Support Team Leader

Responsibilities

• Own the end-to-end delivery of on-site IT support services within a high-profile enterprise environment.
• Manage the on-site engineering team, including performance reviews, coaching, and workload distribution.
• Act as the primary escalation point for complex technical incidents and major service issues.
• Oversee ticket management via ServiceNow to ensure all incidents and requests meet contractual SLAs.
• Maintain operational readiness of AV and meeting room environments, including Microsoft Teams Rooms.
• Build and maintain professional relationships with key customer stakeholders and internal IT teams.
• Drive continuous service improvement by identifying recurring issues and implementing preventative actions.

Requirements

• Proven experience in a Team Leader or Senior On-Site IT Support role.
• Strong background working within enterprise-level IT support environments.
• Demonstrated people management, coaching, and leadership capabilities.
• Technical expertise in Microsoft 365 and End User Computing.
• Proficiency in Windows 11 device management and support.
• Knowledge of AV and meeting room technologies (specifically Microsoft Teams Rooms).
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• ITIL Foundation certification or equivalent experience in structured service environments.
• Experience working in high-profile, customer-facing, or highly regulated environments.
• Proven track record of driving service improvement initiatives.

About the Company

Telefónica Tech is a leading NextGen Tech solutions provider and part of the Telefónica Group. With a global team of over 6,000 skilled employees, we serve more than 5.5 million customers daily across 175 countries. We specialize in accelerating digital transformation through Cloud, Data & AI, Enterprise Applications, Workplace Services, and Cyber Security. We value being Open, Trusted, and Bold, and we are committed to fostering an inclusive culture where everyone can belong.