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- Tasks: Lead and mentor a dynamic support team while resolving customer issues.
- Company: Join a leading organisation in the exciting sports industry.
- Benefits: Enjoy a competitive salary, bonus, private healthcare, and generous holiday leave.
- Why this job: Make a real impact by supporting customers and developing your team.
- Qualifications: Experience in 1st/2nd line support and strong leadership skills required.
- Other info: Great opportunity for career growth in a vibrant office environment.
The predicted salary is between 32000 - 48000 £ per year.
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 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:
- 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 would love to hear from you.
1St / 2Nd Line Support Team Leader in High Wycombe employer: 100% IT Recruitment
Contact Detail:
100% IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1St / 2Nd Line Support Team Leader in High Wycombe
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in similar roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to team leadership and customer support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've inspired and developed your team in past roles. This will help you stand out as a candidate who can truly lead from the front.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 1St / 2Nd Line Support Team Leader in High Wycombe
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership abilities and customer service experience, as these are key for the 1st / 2nd Line Support Team Leader role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've led teams or resolved complex issues in the past, and show your enthusiasm for the sports industry.
Showcase Your Communication Skills: Since communication is crucial for this role, make sure your application is clear and concise. Use straightforward language and structure your thoughts logically to demonstrate your superb communication skills.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you're proactive!
How to prepare for a job interview at 100% IT Recruitment
✨Show Your Leadership Skills
As a 1st / 2nd Line Support Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led a team or mentored others in the past. Highlight your communication style and how you inspire your team to achieve their best.
✨Know the Customer Service Essentials
Since this role emphasises customer care, brush up on your customer service principles. Be ready to discuss how you've handled difficult customer situations and what strategies you used to ensure satisfaction. This will show that you understand the importance of a strong customer-service approach.
✨Be Ready for Technical Questions
While specific product knowledge isn't essential, having a solid understanding of general troubleshooting and systems like Windows 11 and MS Office is key. Prepare to answer questions about common technical issues and how you would guide your team in resolving them.
✨Demonstrate Your Problem-Solving Skills
As a pragmatic problem-solver, be prepared to share examples of complex issues you've resolved in previous roles. Discuss your thought process and how you prioritise tasks, especially when dealing with escalated support tickets. This will showcase your ability to think on your feet.
