Telefonica Tech
IT Support Team Leader
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Company Description
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: 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
Job Description
IT Support Team Leader (Onsite Services)
Manchester - Full-Time onsite
Why This Role?
We're looking for an experienced IT Support Team Leader to lead a team delivering critical onsite technology services across multiple customer locations.
- 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.
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What We're Looking For
Essential
- 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.
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Why This Opportunity Stands Out
- 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.
Additional Information
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.
Department: Delivery Operations
Employment Hours: Full time
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