Technical Team Lead

HCLTech Copenhagen, Capital Region of Denmark, Denmark

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we've never forgotten the startup mindset that got us here. We want you to find your spark. Because that's what drives you to be better, be more and ultimately, be more fulfilled.

Team Lead (On-Site Support, Denmark)

The Team Lead is responsible for managing and overseeing a team of on-site support personnel in Denmark. We are seeking a dynamic and people-driven Team Lead to oversee our On-Site Support team in Denmark. This role is ideal for a proven leader passionate about team development, service excellence, and stakeholder alignment. The ideal candidate will lead with empathy, foster a collaborative culture, and act as a key liaison between the business and on-site support operations.

This is a hands-on leadership role focused on people management, continuous improvement, and delivering exceptional user support experiences.

Responsibilities and Duties:

• Act as a visible and supportive leader, hosting regular 1:1s, performance talks, and quarterly PL (Performance & Leadership) meetings.
• Guide the professional development of the team through coaching, mentoring, and targeted training plans.
• Foster a culture of service excellence, teamwork, and employee wellbeing initiatives.
• Ensure team members are engaged, motivated, and aligned with both organizational and client expectations.
• Drive accountability, manage performance issues proactively, and recognize top performance.
• Lead vacation planning, absence management, and capacity planning in coordination with dispatch and forecasting.
• Supervise and mentor on-site support professionals, ensuring optimal team performance and engagement.
• Conduct regular performance appraisals, set individual and team goals, and develop career progression plans.
• Identify and address skill gaps through targeted training and development programs.
• Foster a positive work environment, promoting collaboration and team cohesion.

Operational Management:

• Oversee day-to-day on-site IT support operations to ensure timely and quality incident resolution.
• Balance team workloads effectively and make real-time adjustments based on support demand.
• Implement and track KPIs, SLAs, and quality metrics to ensure high service standards.
• Handle escalations with a sense of urgency and professionalism, maintaining strong user satisfaction.

Client & Stakeholder Management

• Serve as the primary contact for Denmark's on-site support operations, building trusted client relationships.
• Participate in stakeholder meetings, audits, and service reviews, representing the team's performance and strategic direction.
• Align support activities with wider business goals and IT roadmaps, collaborating with the Principal Lead on improvement initiatives.

Process Improvement & Quality Assurance:

• Lead local continuous improvement efforts, including adoption of automation and shift-left strategies.
• Maintain compliance with company policies and ITIL-based best practices.
• Promote knowledge-sharing and ensure documentation of SOPs and resolution protocols.
• Deliver regular service performance reports and provide insights for strategic decision-making.

Change Management & Communication:

• Prepare and guide the team through technology rollouts, policy updates, and process shifts.
• Partner with global and regional teams to ensure alignment and consistent service delivery.
• Actively contribute to global transformation projects and site-level initiatives with focus on team satisfaction and wellbeing.

Qualifications and Skills

Education and Experience

• Bachelor's degree in IT, Business Management, or a related field. MBA is a plus.
• 5–8 years of experience in IT service operations with 3+ years in a leadership role.
• Experience managing on-site support teams in a multinational environment.
• Strong understanding of ITIL frameworks, ServiceNow, and KCS methodology.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a proactive mindset.
• Ability to handle high-pressure situations and manage multiple priorities effectively.

Leadership & Personal Attributes

• Inspirational people manager with strong interpersonal, coaching, and stakeholder engagement skills.
• Comfortable conducting feedback sessions, managing team capacity, and planning around workload and leave.
• Able to lead under pressure and multitask effectively in a fast-paced environment.
• Passionate about driving team morale, wellbeing, and professional development.

What we Offer:

• Opportunity for career progression
• International and vibrant team environment
• Professional on-boarding and on-going trainings
• Health insurance
• Competitive compensation and benefits that includes up to 25 days' vacation per year
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus.

• Associate

• Full-time

• Administrative and Information Technology