Onsite Team Leader (54571) at Ntice Sourcing Solutions

Job Description

• 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