On-site Support Team Leader
Telefónica Tech UK&I is an IT Solutions firm with several offices and Data Centres across the United Kingdom, and we are currently looking for an IT Support Team Lead to join our ServiceDesk on a permanent basis, on site with one of our clients, based in London. In the delivery of day-to-day support, the IT Support Team Lead will attend in-person to perform triage, diagnose, and resolve incidents. Where an incident cannot be resolved, the IT Support Team Lead will liaise with internal teams or raise tickets with suppliers as required. The IT Support Team Lead will lead a team of on-site engineers, setting excellent example in terms of behaviours, conduct and ensuring all work undertaken is completed to the highest of standards.
Key Responsibilities: • To help determine customer needs, as the customer’s first point of contact with Telefónica Tech, this is a vital role within the organisation. • Will be technically proficient at performing on-site support and triage activities for Desk, Wall and Floor ports; WAP ceiling ports; Equipment Room patching of access switches; Shared Printers (GovPrint); Audio Visual Equipment; Room Booking Tablets; Digital Signs. • Attend meetings as required within Telefónica Tech, with Government Property Agency (GPA) and any of the Occupiers associated with GPA • Lead by example, ensuring the highest standards from Support Engineers. • Provide guidance and support to On-Site Engineers, ensuring skills gaps and relevant work-related training is completed. • Ensure engineer ticket quality is of highest standard, regular communication is maintained with customers and all SLAs/KPIs are adhered to. • Report writing • Escalate incidents to the offsite team where required and will assist with on-site diagnostic and resolution activity under the guidance of the offsite team as required. • Other relevant and appropriate activities as required. • In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post. • Please note that this job description is subject to ongoing review as new demands and best working practices are considered, agreed, and implemented