Hands-On 1st/2nd Line Support Team Lead

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

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.