On-site Support Team Leader

The Team Lead is responsible for the operational delivery of services across three sites (Zaventem, Evere, and Diest), managing a team of approximately 15 on-site technicians and support staff.

This is a fully on-site leadership role requiring regular presence across all three locations. The Team Lead balances operational management and resource management responsibilities, adapting focus according to team and business priorities. As operational demands may shift daily, the role requires strong organisational capability to effectively allocate workload and maintain service excellence across all areas of responsibility.

What you’ll do

People Management

• Lead and manage a team of technicians to deliver contractually compliant services to the customer.
• Ensure the right skills and resource levels are in place to meet operational requirements.
• Conduct regular team briefings and daily operational meetings where appropriate.
• Hold regular one-to-one meetings aligned with Computacenter values and behaviours.
• Support personal development in collaboration with Resource Management.
• Manage individual performance, including handling behavioural or performance issues in a timely and professional manner.
• Lead investigations related to performance or service concerns where required.
• Approve holidays, manage sickness absence, and ensure appropriate resource coverage.
• Oversee recruitment, selection, onboarding, and offboarding of on-site and field service staff.
• Ensure the team operates within health and safety standards and has the necessary technical tools to perform their roles.

Operational Delivery

• Plan and distribute workload effectively to meet business needs and Service Level Agreements (SLAs).
• Use reporting tools and operational data to drive continuous improvement and achieve contractual and company targets.
• Manage escalations within your scope of responsibility and coordinate with appropriate teams to ensure resolution.
• Investigate and respond to formal complaints and dissatisfied users through internal processes.
• Ensure compliance with operational policies, including device tracking and asset management processes.
• Manage physical stock locations, ensuring asset security and raising risks where necessary.
• Collaborate with swap and logistics teams to address stock, build, or partner delivery challenges.
• Support implementation of new processes, service improvements, and user experience enhancements in partnership with the (Senior) Operations Manager.
• Liaise regularly with the (Senior) Operations Manager regarding operational delivery across assigned accounts.
• Contribute to the profitability and efficiency of the service through effective resource optimisation.
• Ensure compliance with company processes, including expenses, overtime, and administrative procedures.
• Maintain strong and constructive relationships within the team, with Service Management, Delivery Leadership, and across the broader stakeholder matrix.

What you’ll need

• Demonstrated leadership and people management experience aligned with Computacenter values and behaviours.
• Strong organisational skills with the ability to prioritise effectively and meet deadlines in a dynamic environment.
• Good understanding of Enterprise IT environments and technologies.
• Excellent communication and relationship management skills with both customers and internal teams.
• Proficiency in MS Office Suite and reporting tools.
• Experience working with ticketing systems.
• Resource planning and workforce management
• Stakeholder engagement
• Analytical and data-driven decision making
• Adaptability in a fast-paced environment
• Understanding of Computacenter internal processes and tools.
• Knowledge of customer processes to ensure compliant service delivery.
• ITIL knowledge or accreditation.