WHO WE ARE:

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

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.

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