Join our Team as a Enterprise Managed Service Team Leader!

Location: Hybrid, UK

Salary: £36,000-£38,000 Per Annum

Hours: Monday to Friday 8:30am-5:30pm

About the role: 

This is an exciting opportunity to step into a leadership role at the heart of a fast‑paced technical support operation. As a Team Lead, you’ll guide and develop a group of First Line Technical Agents who support our Enterprise Solutions customers alongside our Second Line Engineers. You’ll shape their growth, elevate the quality of customer interactions, and take ownership of escalations and high‑priority incidents. You’ll also play a key role in managing daily operations, understanding customer objectives, and helping to build solutions that strengthen long‑term relationships. If you thrive on coaching others, improving processes, and keeping service standards high, this role puts you right where the action is.

What makes you a great fit:

• At least two years’ experience in a technical or administrative role

• At least one year managing a team in a contact‑centre or fast‑paced customer‑facing environment

• Experience supporting customers by phone or face‑to‑face

• Knowledge of VoIP technologies, SIP, and networking (LAN/WAN, switches, routers) is desirable

• ITIL Foundation is a bonus

• Strong ability to prioritise, meet deadlines, and stay productive with minimal supervision

• Self‑motivated, proactive, and committed to personal and professional development

• Confident working with high‑impact incidents and senior technical engineers

• Highly motivated, accurate, and detail‑driven

• Creative, adaptable, positive, and resilient

• Customer‑focused with excellent listening and communication skills

• A collaborative team player with integrity and a calm, diplomatic approach

• Enjoys working with new technologies and driving continuous improvement

Key responsibilities: 

• Monitor team tickets to ensure SLA performance, expediting any at risk of breaching

• Support internal and external customer escalations

• Assist with generating customer and internal reports

• Implement quality checks and provide constructive feedback

• Manage day‑to‑day workload, shift patterns, and resource planning

• Deliver regular coaching sessions and 1:1s with team members

• Support the planning and delivery of team meetings

• Ensure adherence to support and escalation processes, providing training where needed

• Work with Cloud Support Management to analyse escalation volumes and identify training gaps

• Build relationships with third‑party suppliers, manage escalations, and share feedback

• Maintain strong communication with key customer contacts

• Drive improvements in customer satisfaction

• Enhance team knowledge of products and services

• Collaborate with internal departments as required

• Work with Support Management and fellow Team Leads on process improvements, customer feedback, and SLA reporting

• Assist with implementation projects, support projects, and administrative tasks

• Regularly review open tickets to ensure clear and timely updates

• Update customer and team documentation when needed
  

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.

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.