At a Glance
- Tasks: Lead a team delivering top-notch IT support in a dynamic enterprise environment.
- Company: Join a forward-thinking company that values innovation and teamwork.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for growth.
- Other info: Be part of a diverse team committed to inclusivity and continuous improvement.
- Why this job: Make a real difference by enhancing user experiences and driving service excellence.
- Qualifications: Experience in IT support and strong leadership skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
The On‑Site Support Team Leader is responsible for the end‑to‑end delivery of On‑Site IT support services within a high‑profile enterprise environment. This role combines technical expertise with operational leadership, ensuring the On‑Site team delivers a consistent, high‑quality service aligned to contractual SLAs, customer expectations, and operational standards. Leading a small team of IT professionals, the team leader will act as the primary escalation point, technical authority and customer interface, driving service performance, team effectiveness and continuous improvement.
Responsibilities
- Own the delivery of the On‑Site IT support service
- Ensure all incidents and service requests are managed in line with SLA and operational processes
- Oversee the effective use of ServiceNow for ticket management, updates and closure quality
- Manage the On‑Site engineering team day‑to‑day, including performance reviews and progression plans
- Maintain visibility of queue health, ensuring tickets are prioritised and progressed appropriately
- Drive a consistent and high‑quality end‑user support experience
Technical Leadership
- Act as the primary escalation point for complex incidents and major service issues
- Provide hands‑on technical support where required, particularly for high‑priority situations
- Ensure strong standards of troubleshooting and first‑time fix performance
- Maintain operational readiness of AV and meeting room environments
- Identify recurring issues and implement preventative and improvement action
- Act as the key liaison between internal Customer IT teams and Telefonica resolver groups
People Management & Leadership
- Lead, coach and develop a team of On‑Site support engineers
- Drive accountability, professionalism and collaboration within the team
- Manage workload distribution, rotas and On‑Site resource coverage
- Provide regular feedback, performance management and support development plans
- Address behavioural and performance issues in line with company standards
Customer & Stakeholder Management
- Act as the main On‑Site point of contact for the customer
- Build strong, professional relationships with key stakeholders
- Work alongside the Service Delivery Manager to manage escalated customer concerns, ensuring timely and effective resolution
- Represent On‑Site operations in service reviews and stakeholder meetings
Governance & Continuous Improvement
- Ensure adherence to ITIL‑aligned processes and governance frameworks
- Maintain accurate documentation, reporting and audit readiness
- Identify opportunities to improve service quality, efficiency and consistency
- Contribute to operational reviews and implement agreed improvement actions
Essential
- Proven experience in a Team Leader or Senior On‑Site IT Support role
- Strong background in enterprise IT support environments
- Strong leadership, people management and coaching capability
- Excellent communication and stakeholder management skills
Tech – Expertise
- Microsoft 365 and End User Computing
- Windows 11 device support (including device management)
- AV and meeting room technologies (Microsoft Teams Rooms)
Desirable
- ITIL Foundation (or equivalent experience in structured service environments)
- Experience in high‑profile, customer‑facing or regulated environments
- Experience driving service improvement initiatives
Equal Opportunity Employer
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 our Employee Resource Groups and initiatives.
IT Support Team Leader in City of Westminster employer: Telefonica Tech
As an On-Site Support Team Leader, you will thrive in a dynamic and inclusive work environment that prioritises employee growth and development. Our commitment to high-quality service delivery is matched by our dedication to fostering a collaborative culture where your leadership skills can shine, and your technical expertise is valued. With access to continuous improvement initiatives and a supportive team, this role offers a rewarding opportunity to make a significant impact within a high-profile enterprise setting.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Team Leader in City of Westminster
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Telefonica Tech values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Telefonica Tech might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Telefonica Tech!
✨Direct Apply to Telefonica Tech
Let's not forget to apply directly through the Telefonica Tech website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Team Leader in City of Westminster
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Telefonica Tech.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Telefonica Tech. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Telefonica Tech
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
