About the position
Are you a client-focused IT professional who thrives on building relationships, leading high-performing teams, and delivering exceptional service? We're seeking an Onsite Team Leader to oversee a team of engineers supporting multiple client environments, ensuring world-class ICT delivery, operational excellence, and client satisfaction
In this role, you'll act as both a strategic leader and a trusted client partner, managing SLA performance, resolving escalations, and maintaining strong communication between technical teams and business stakeholders. This position requires a confident, service-oriented personality with the ability to manage diverse priorities while motivating and developing a skilled technical team
Duties and Responsibilities
- Manage end-to-end onsite service delivery, ensuring SLA compliance, service consistency, and client satisfaction
- Lead, mentor, and develop onsite engineers and team leads, fostering accountability and professional growth
- Serve as the key client interface, building strong, trust-based relationships and providing clear, solution-driven communication
- Oversee resolution of complex technical issues, conducting root cause analysis and implementing preventative measures
- Represent onsite teams in client governance and risk review meetings, presenting operational insights and improvement plans
- Monitor service performance trends, identify recurring issues, and implement process and efficiency improvements
- Collaborate cross-functionally with Service Delivery and Account Managers to identify optimisation and cost-saving opportunities
- Prepare and present operational reports, SLA dashboards, and governance summaries for both internal and client stakeholders
- Promote a culture of professionalism, ownership, and continuous improvement within the onsite service teams
Minimum Requirements:
- Minimum 5 years' experience in IT support roles, with at least 2 years in a leadership or team management position
- Strong understanding of Microsoft 365, networking, and infrastructure fundamentals
- Proven experience managing teams and client escalations within an MSP or ICT service delivery environment
- Confident communicator with excellent interpersonal and presentation skills, capable of engaging with senior stakeholders
- Demonstrated experience in client-facing environments, balancing technical performance with relationship management
- Knowledge of ITIL frameworks and service governance (certification advantageous)
- Experience in risk management, SLA reporting, and operational performance tracking
- Financial and commercial awareness with exposure to budgeting or cost management preferred
- Valid driver's licence and reliable transport required
Working Model
- Hybrid role: a mix of on-site client visits and office-based coordination
- After-hours availability may be required for escalations or governance meetings
If you're a people-oriented leader who excels at managing both clients and teams in a structured ICT environment, this role offers an exciting opportunity to make an impact
Desired Skills:
- IT support
- TIL frameworks
- ICT service
