Hands on Team Lead in Coventry

Our company is developing, and you can expand your career along with it. 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 our industry and play a key role in ensuring the successful delivery of a premium IT support service.

This position is for a Field Support Team Leader that will require an individual to solve customer support issues, manage the day‑to‑day support provided by our team across multiple sites in Europe. The team consists of On‑Site Technicians (OSS) that visit customer machines to solve support related problems or resolve issues remotely. This team interfaces with the Service Desk and other support teams to achieve the deliverables supporting the OSS contract.

Key Responsibilities

• Manage OSS team
• Help and encourage the team to meet ticket handling standards
• Manage weekly team meetings to ensure training and information distributed to all the team
• Schedule yearly reviews with team, making sure all details are recorded on HR systems
• Ensure all sites are visited and incidents/request solved within KPI
• Coordinate onsite support with Customer Client Service Lead
• Manage response to computer related request and incidents
• Provide installation and upgrade services of supported hardware and software
• Support of key engineering applications at use within the business
• Provide on‑site support to the Coventry site
• Ensure planning, schedules, breaks, code of conduct etc. are respected by the team members

Job Requirements

• 4 Years' experience in an IT Support Role
• 1 Years' experience as a team leader
• Language skills: Proficiency in English
• Hardware knowledge of Lenovo equipment
• Good knowledge of MS Office 365
• Ability to co‑ordinate with multiple IT teams to achieve desired outcome and previous experience in vendor management
• ITIL Certification is a big plus
• IMAC - Previous IMAC/Onsite experience
• Proficient in Microsoft Office 365, Including Skype/Teams
• Experience using ticketing tools to manage support (Service Now)
• Candidates need to be adaptable, efficient, and able to work independently
• Strong sense of customer service and good organizational skills
• Excellent Verbal and Written Communication Skills
• Ability to multitask and team focused

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About Us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology. We are present in over 40 countries and operate with the purpose of co‑creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations. Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all. Our mindset is AI First, meaning we invest in cutting‑edge technology in everything we do, focusing on results for our clients. We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects. More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.

We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused. Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them. If you suspect you've been targeted, please contact us immediately at RecruitmentEMEA@stefanini.com for verification.

Key Points to Remember

• Legitimate job offers only follow interviews conducted with our hiring managers or clients.
• We will never ask for payment at any stage of the recruitment process.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Business Consulting and Services