ITMS Team Leader

Russell; Swindon; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a leading communication technology provider as an ITMS Team Leader. You will be responsible for leading a dynamic team, ensuring exceptional technical support and service delivery, and driving innovation and performance improvements. This role presents an opportunity to make a significant impact in a fast-paced work environment.

Benefits

25 days holiday + bank holidays

Birthday day off

Electric vehicle leasing scheme

9% combined pension contribution

Quarterly and annual employee awards

Company events

In-House Training Academy

24/7 mental health support

Qualifications

• Proven leadership in technical support.
• Strong interpersonal skills with coaching ability.
• Ability to manage multiple priorities effectively.

Responsibilities

• Lead and support ITMS team members.
• Monitor performance against SLAs and KPIs.
• Manage escalations and ensure timely incident resolutions.

Skills

Leadership

Communication

Problem-Solving

Customer Focus

Adaptability

Coaching

Relationship Building

Tools

Microsoft 365

Active Directory

Networking Basics

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.