1St / 2Nd Line Support Team Leader

100% IT Recruitment; High Wycombe; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology organization based in High Wycombe is seeking an experienced 1st / 2nd Line Support Team Leader. In this role, you will manage a small support team while being the main point of escalation for technical and customer issues. Exceptional communication, customer care, and team leadership skills are essential, along with a background in support roles. Benefits include a performance-related bonus, private healthcare, and holiday leave.

Benefits

Company pension

Employee benefits programme

4 weeks' holiday plus bank holidays and birthday leave

Performance-related bonus

Private healthcare

Access to discounted products for personal use

Qualifications

• Strong background in 1st / 2nd Line Support within a customer-focused environment.
• Demonstrable experience in team leadership or mentoring.
• Good understanding of Windows 11, MS Office and general troubleshooting.

Responsibilities

• Lead, coach, and support a team of three 1st & 2nd Line Engineers.
• Take ownership of support tickets, ensuring issues are logged, prioritised, and resolved promptly.
• Act as an escalation point for complex technical or customer issues.
• Support customer onboarding, training, and adoption of new features.
• Contribute to continual service improvement and team development.

Skills

Team leadership

Customer service

Problem-solving

Communication

Tools

Windows 11

MS Office

Job description

1st / 2nd Line Support Team Leader

Location: High Wycombe (Office-Based)

£40,000 + Bonus + Full Benefits

We are looking for an experienced 1st / 2nd Line Support Team Leader to join a leading organisation in the sports industry and take ownership of a small but growing support function.

About the 1st / 2nd Line Support Team Leader Role

As the 1st / 2nd Line Support Team Leader, you will run an office-based support team, acting as both a hands‑on point of escalation and a mentor to your engineers.

This is a true player‑manager role, where exceptional communication, customer care, and team leadership are far more important than any specific product knowledge. EPOS experience is beneficial but not essential.

Key Responsibilities for the 1st / 2nd Line Support Team Leader

• Lead, coach, and support a team of three 1st & 2nd Line Engineers
• Take ownership of support tickets, ensuring issues are logged, prioritised, and resolved promptly
• Act as an escalation point for complex technical or customer issues
• Support customer onboarding, training, and adoption of new features
• Contribute to continual service improvement and team development

Skills & Experience Needed

Personal Attributes

• Natural team leader who can inspire, support, and develop others
• Superb communicator with a strong customer-service approach
• Confident, pragmatic problem-solver with solid organisational skills

Professional Experience

• Strong background in 1st / 2nd Line Support within a customer-focused environment
• Demonstrable experience in team leadership or mentoring
• Good understanding of Windows 11, MS Office and general troubleshooting
• EPOS experience is a nice-to-have, not essential
• Experience in retail, hospitality, education, or similar environments is beneficial

Benefits

• Company pension
• Employee benefits programme
• 4 weeks' holiday plus bank holidays and birthday leave
• Performance-related bonus
• Private healthcare
• Access to discounted products for personal use

If you are an enthusiastic and customer-focused 1st / 2nd Line Support Team Leader who enjoys leading from the front, we'd love to hear from you.