Job Description

Join our Team as a ITMS Team Leader!

Location: Swindon

Salary: Competitive

Hours: Mon-Fri between 08:00 and 18:00 - 7.5 hours per day - Shift based

About the role:

Are you ready to lead a dynamic team at the heart of IT support? As an ITMS Team Leader, you'll take charge of our Tier 1 and Tier 2 Service Desk teams, ensuring exceptional technical support and seamless service delivery. You'll be the go-to escalation point, a mentor to your team, and a key player in driving performance, innovation, and continuous improvement. If you thrive in a fast-paced environment and are passionate about developing people and processes, this is your opportunity to make a real impact.

What makes you a great fit:

Proven leadership and team management experience in a technical support or service desk setting Strong communication and interpersonal skills, with a coaching mindset Customer-focused with a drive for service excellence Calm and effective under pressure, with strong problem-solving abilities Organised, adaptable, and able to manage competing priorities Confident with Microsoft 365, Active Directory, and basic networking Committed to continuous learning and team development Approachable, diplomatic, and a natural relationship builder Takes ownership and delivers consistently high-quality results Embraces change and champions a positive team culture

Key responsibilities:

Lead, coach, and support ITMS Apprentices, Analysts, and Technicians Monitor and drive performance against SLAs and KPIs Act as an escalation point for complex technical issues Oversee ticket management and ensure timely resolution of incidents Conduct regular 1:1s, performance reviews, and development planning Collaborate with ITMS leadership to align goals with business needs Promote knowledge sharing and maintain up-to-date documentation Coordinate shift schedules and resource planning Support recruitment, onboarding, and training of new team members Maintain a skills matrix and address training needs Own and manage a department Continual Service Improvement Plan (CSIP) Foster a high-performing, inclusive, and customer-centric team culture

Perks for our People:

Holidays

: 25 days + bank holidays and buy/sell options

Other Leave

: Birthday day off, 12 paid hours for flexible use, Volunteer day

EV Scheme

: Lease a brand-new electric car

Lifestyle

: 9% combined pension contribution and 4x salary life assurance

Rewards

: Quarterly and annual employee awards, discounts on tech

Socials

: All-expenses-paid company events

Development

: In-House Training Academy

Wellbeing

: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our values:

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.