ITMS Team Leader

Russell


Date: 3 weeks ago
City: Swindon
Contract type: Intern
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.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

RPAS Deployment Operator / UAV Pilot - South West England, UK

STARK, Swindon
6 days ago
Permanent employee, Full-time SwindonAbout UsSTARK is a defense technology company revolutionizing the way autonomous systems are deployed across multiple domains. We design, develop and manufacture high performance unmanned vehicles that are software-defined, mass-scalable, and cost effective – giving NATO and its allies a decisive edge in the most contested environments.We’re focused on delivering deployable, high-performance systems—not future promises. In a...

Regional HGV Driver Class 2

Travis Perkins plc, Swindon
1 week ago
Regional HGV Driver - Class 2 - Based at Swindon, covering Branches within Swindon Dunbeath, Swindon West, Marlborough, Chippenham (No Overnights!)Drive Your HGV Career Forward with Travis Perkins!What’s in it for you?Sociable hours: No overnight stays or late evenings, giving you an excellent work/life balance. Full-time, permanent hours: Employed directly with Travis Perkins. Competitive salary: Plus bonus earning potential YOU...

Mechanical Work Controller

Serco, Swindon
1 week ago
UK Defence Academy, Swindon, SN6 8LAPermanentFull time, Monday – Friday Salary Up To £32,000 Per Annum Plus BenefitsSerco is contracted to provide Total Facilities Management to the Defence Academy of the UK (DA). This prestigious establishment is responsible for post-graduate education and the majority of the command, staff, leadership, Defence management, acquisition and technology training for members of the UK...