1st​/2nd Line Support Team Leader

1st / 2nd Line Support Team Leader

Join to apply for the 1st / 2nd Line Support Team Leader role at Taishi Consulting

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.

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.

• 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

• 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

• 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

• 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

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industries: IT System Training and Support

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.