**THE ROLE**
As a Support Crew Team Leader, you will combine hands-on support delivery with operational coordination and team leadership within a retail-focused Service Desk environment.
You will work directly with incidents and requests while also helping ensure the team operates in a structured, consistent, and high-quality way. This role focuses on ownership, service quality, coordination, and continuous improvement.
You will act as a key point of contact for both the team and the customer, ensuring visibility, stability, and reliable service delivery across daily operations.
This is not a traditional high-volume call centre environment. The focus is on structured work, collaboration, accountability, and solving problems properly from start to finish.
**RESPONSIBILITIES**
**INCIDENT & REQUEST MANAGEMENT**
- Lead by example in handling incidents and support requests
- Log, categorise, prioritise, and manage tickets through to resolution
- Ensure issues are resolved correctly and within agreed timelines
- Monitor ticket progress, escalations, and service quality
- Verify that solutions are fully functional before closure
**TECHNICAL & USER SUPPORT**
- Troubleshoot POS systems, retail applications, and user-related issues
- Support stores with technical and functional questions
- Diagnose connectivity, hardware, and operational issues
- Use approved remote support tools to restore functionality
**TEAM LEADERSHIP & COORDINATION**
- Support the day-to-day coordination of the support team
- Help structure scheduling and operational coverage
- Ensure agreed processes and service standards are followed
- Support onboarding, knowledge sharing, and ongoing training
- Act as a point of guidance for team members when needed
**COMMUNICATION & SERVICE QUALITY**
- Maintain structured communication with stores and stakeholders
- Ensure communication quality is consistent across the team
- Provide visibility and updates throughout the support process
- Proactively identify wider operational issues and service risks
**CONTINUOUS IMPROVEMENT**
- Improve support processes and operational workflows
- Contribute to knowledge base documentation and improvements
- Identify recurring issues and support long-term solutions
- Help drive service improvements across the operation
**OPERATIONAL SUPPORT**
- Support store opening readiness activities
- Perform operational and technical verification tasks
- Ensure operational standards are maintained consistently
**WORKING HOURS & SETUP**
This role operates within a shift-based retail support environment.
Support hours:
- Monday to Saturday: 08:00 – 22:00
- Sunday & Public Holidays: 10:00 – 20:00
You will help ensure the team structure provides stable and reliable coverage across these hours.
We operate with an office-first approach, while maintaining flexibility where operationally suitable.
**SKILLS & EXPERIENCE**
- Strong troubleshooting and problem-solving abilities
- Experience working within Service Desk or IT support environments
- Ability to coordinate and support others within a team
- Experience with ticketing systems such as ServiceNow is an advantage
- Strong organisational and workload management skills
- Clear communication skills with both customers and internal teams
- Retail or POS support experience is beneficial but not required
**IMPORTANT CHARACTERISTICS**
We are looking for people who:
- Take ownership and responsibility for outcomes
- Lead by example and support others
- Work in a structured and organised way
- Communicate clearly and calmly
- Thrive in collaborative environments
- Have a practical and solution-focused mindset
**WHAT WE OFFER**
- Opportunity to help shape and improve a growing retail support operation
- A structured and professional support environment
- Real influence on service quality and operational delivery
- Strong collaboration and team-focused culture
- Development opportunities within leadership and operations
- Long-term growth opportunities as the organisation expands
At FIXATE, you will not just coordinate support operations — you will help build and improve how modern retail support is delivered.
As a Support Crew Team Leader, you will combine hands-on support delivery with operational coordination and team leadership within a retail-focused Service Desk environment.
You will work directly with incidents and requests while also helping ensure the team operates in a structured, consistent, and high-quality way. This role focuses on ownership, service quality, coordination, and continuous improvement.
You will act as a key point of contact for both the team and the customer, ensuring visibility, stability, and reliable service delivery across daily operations.
This is not a traditional high-volume call centre environment. The focus is on structured work, collaboration, accountability, and solving problems properly from start to finish.
**RESPONSIBILITIES**
**INCIDENT & REQUEST MANAGEMENT**
- Lead by example in handling incidents and support requests
- Log, categorise, prioritise, and manage tickets through to resolution
- Ensure issues are resolved correctly and within agreed timelines
- Monitor ticket progress, escalations, and service quality
- Verify that solutions are fully functional before closure
**TECHNICAL & USER SUPPORT**
- Troubleshoot POS systems, retail applications, and user-related issues
- Support stores with technical and functional questions
- Diagnose connectivity, hardware, and operational issues
- Use approved remote support tools to restore functionality
**TEAM LEADERSHIP & COORDINATION**
- Support the day-to-day coordination of the support team
- Help structure scheduling and operational coverage
- Ensure agreed processes and service standards are followed
- Support onboarding, knowledge sharing, and ongoing training
- Act as a point of guidance for team members when needed
**COMMUNICATION & SERVICE QUALITY**
- Maintain structured communication with stores and stakeholders
- Ensure communication quality is consistent across the team
- Provide visibility and updates throughout the support process
- Proactively identify wider operational issues and service risks
**CONTINUOUS IMPROVEMENT**
- Improve support processes and operational workflows
- Contribute to knowledge base documentation and improvements
- Identify recurring issues and support long-term solutions
- Help drive service improvements across the operation
**OPERATIONAL SUPPORT**
- Support store opening readiness activities
- Perform operational and technical verification tasks
- Ensure operational standards are maintained consistently
**WORKING HOURS & SETUP**
This role operates within a shift-based retail support environment.
Support hours:
- Monday to Saturday: 08:00 – 22:00
- Sunday & Public Holidays: 10:00 – 20:00
You will help ensure the team structure provides stable and reliable coverage across these hours.
We operate with an office-first approach, while maintaining flexibility where operationally suitable.
**SKILLS & EXPERIENCE**
- Strong troubleshooting and problem-solving abilities
- Experience working within Service Desk or IT support environments
- Ability to coordinate and support others within a team
- Experience with ticketing systems such as ServiceNow is an advantage
- Strong organisational and workload management skills
- Clear communication skills with both customers and internal teams
- Retail or POS support experience is beneficial but not required
**IMPORTANT CHARACTERISTICS**
We are looking for people who:
- Take ownership and responsibility for outcomes
- Lead by example and support others
- Work in a structured and organised way
- Communicate clearly and calmly
- Thrive in collaborative environments
- Have a practical and solution-focused mindset
**WHAT WE OFFER**
- Opportunity to help shape and improve a growing retail support operation
- A structured and professional support environment
- Real influence on service quality and operational delivery
- Strong collaboration and team-focused culture
- Development opportunities within leadership and operations
- Long-term growth opportunities as the organisation expands
At FIXATE, you will not just coordinate support operations — you will help build and improve how modern retail support is delivered.
