1st / 2nd Line Support Team Leader

1st / 2nd Line Support Team Leader Location: High Wycombe (Office-Based)£40,000 + Bonus + Full BenefitsWe 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.