Hands-On Team leader

Job Description

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 its industry and play a key role in ensuring the successful delivery of a premium IT support service.

This is for a Hands‑on Team Leader position that will require an individual to solve customer support issues, managing the day‑to‑day support provided by the team across multiple sites in Europe. The team consists of On‑Site Technicians (OSS) that visit customers’ 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. Candidates should have experience managing teams and delivering a quality service on customer sites.

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

• 4 years of experience in an IT Support Role
• 1 year of experience as a team leader
• Language skills:
  Proficiency in English
• Hardware knowledge of Lenovo equipment
• Good knowledge of MS Office 365
• Ability to coordinate with multiple IT teams and manage vendors
• ITIL Certification is a big plus
• Experience with IMAC/Onsite (IMAC)
• Proficient with 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 be 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 contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

What’s next:
It’s best to apply today, because job postings can be taken down and we wouldn’t want you to miss this opportunity. In case you need further information, just send us a message at  and we’ll be happy to assist!

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!

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. Technology is not the end, but the means: what really matters are the people who drive it all.

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  for verification.

• 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.

Feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.

Mid‑Senior level

Full‑time

Information Technology

Business Consulting and Services

Birmingham, England, United Kingdom