IT Support Team Leader

Responsibilities

• Own the end-to-end delivery of On-Site IT support services within an enterprise environment
• Manage the On-Site engineering team, including performance reviews and workload distribution
• Act as the primary escalation point for complex incidents and major service issues
• Oversee ticket management and queue health using ServiceNow
• Maintain operational readiness of AV and meeting room environments
• Build and maintain professional relationships with key customer stakeholders
• Ensure adherence to ITIL-aligned processes and governance frameworks

Requirements

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

Preferred Qualifications

• ITIL Foundation certification or equivalent experience
• Experience in high-profile, customer-facing, or regulated environments
• Experience driving service improvement initiatives

About the Company

Telefónica Tech is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 employees. We serve more than 5.5m customers everyday in over 175 countries, providing integrated technology solutions across Cloud, Data & AI, Enterprise Applications, Workplace Services, and Cyber Security.