ITMS Team Leader
ITMS Team Leader
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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 youll take charge of our Tier 1 and Tier 2 Service Desk teams ensuring exceptional technical support and seamless service delivery. Youll 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.
Employment Type
Full Time
