IT Specialist Team Leader

Flotek Group; Llanilid; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Staff Share Equity Scheme

New Customer Referral Incentive

Onsite Parking

21 Days Holiday increasing to 25 with

Perkbox

Employee Assistance Programme (EAP)

Ongoing Training & Certification

Career Development Opportunities

Job summary

Flotek Group is seeking a highly motivated Team Leader to guide the IT Specialist function, overseeing 2nd/3rd line and maintenance engineers. You will drive incident resolution, proactive maintenance, and service improvements while maintaining high partner satisfaction.

The role requires strong leadership, escalation management and deep Microsoft-based environment know-how, with a focus on delivering excellent customer experiences across the UK.

Qualifications

• Minimum 5 years' experience leading technical support teams in MSP environments.
• Strong knowledge of Microsoft 365, Azure, AD, Windows Server and networking.
• Excellent troubleshooting and root cause analysis with stakeholder management.
• Full UK driving licence.

Responsibilities

• Lead, coach and develop IT Specialist Engineers and Maintenance Engineers.
• Oversee all 2nd/3rd line and maintenance ticket queues and SLAs.
• Act as primary escalation point for complex incidents and drive RCAs.
• Drive proactive maintenance and service improvements to reduce reactive demand.
• Develop and maintain technical standards and knowledge base.
• Monitor KPIs and produce performance reports for leadership.
• Collaborate with Helpdesk leaders and partners on escalations and reviews.
• Ensure exceptional customer experience and CSAT/NPS targets.

Skills

Team leadership

People management

Performance management

Stakeholder management

Recruitment support

Tools

HaloPSA

Microsoft 365

Azure

Active Directory

Windows Server

Networking

Cyber Security

Job description

We are looking for a highly motivated and technically capable Team Leader to lead Flotek's IT Specialist function. You will be responsible for the day-to-day leadership, development and performance of our 2nd Line Engineers, 3rd Line Engineers and Maintenance Engineers, ensuring technical incidents, service requests and proactive maintenance activities are delivered to the highest standards. The successful candidate will combine strong technical capability with excellent leadership skills, helping drive operational excellence, continuous improvement, and exceptional partner experiences., Team Leadership & People Management

Team Leadership & People Management

• Lead, coach and develop IT Specialist Engineers and Maintenance Engineers.
• Conduct regular one-to-ones, probation reviews and performance discussions.
• Support recruitment, onboarding and training of new team members.
• Create personal development plans and technical growth pathways for engineers.
• Promote accountability, ownership and a positive team culture.

Specialist Queue Management

• Oversee all 2nd Line, 3rd Line and Maintenance ticket queues.
• Ensure tickets are prioritised correctly and worked within agreed SLAs.
• Manage workload distribution based on skillset, capacity and business priorities.
• Monitor ticket backlog, ticket ageing and escalation trends.
• Ensure engineers maintain high-quality ticket updates and documentation.

Technical Escalation Management

• Act as the primary escalation point for complex and high-impact technical incidents.
• Support engineers with troubleshooting across Microsoft 365, Azure, Networking, Servers, Security and Infrastructure technologies.
• Lead technical investigations and root cause analysis activities.
• Work with third-party vendors and partners where escalation is required.
• Ensure critical and major incidents are managed effectively through to resolution.

Maintenance & Proactive Services Management

• Lead Flotek's Maintenance Engineering function.
• Ensure completion of scheduled maintenance visits and preventative maintenance activities.
• Monitor patch compliance, system health checks and proactive monitoring activities.
• Drive initiatives that reduce reactive support demand through proactive service improvements.
• Ensure maintenance activities are documented and reported accurately.

Service Quality & Continuous Improvement

• Maintain high levels of service quality and partner satisfaction.
• Review repeat incidents and implement preventative solutions.
• Identify opportunities for automation, efficiency improvements and service optimisation.
• Develop and maintain technical standards, procedures and knowledge base articles.
• Work closely with Service Leadership to improve operational performance.

KPI & Performance Management

• Monitor and report on:
• Response SLA Performance
• Resolution SLA Performance
• Ticket Backlog
• Ticket Ageing
• Escalation Volumes
• Re-open Rates
• Team Utilisation
• CSAT Performance

Produce regular performance reports for the Head of Service. Identify trends, risks and improvement opportunities. Collaboration & Stakeholder Management Work closely with Helpdesk Team Leaders to ensure effective ticket escalation and workload balancing. Support service reviews, operational meetings and major incident reviews. Assist with onboarding of new partners and technical projects. Build strong relationships with internal teams, suppliers and partners.

Customer Experience Excellence

• Ensure every engineer delivers a professional, consistent and customer-focused service.
• Support achievement of company CSAT and NPS objectives.
• Act as an escalation point for partner concerns and service issues.
• Drive a culture of ownership and exceptional service delivery.
  Previous experience leading technical support teams within an MSP environment.
• Minimum 5 years' experience supporting Microsoft-based environments.
• Strong experience across:
• Microsoft 365
• Azure
• Active Directory
• Windows Server
• Networking
• Cyber Security Technologies

Excellent troubleshooting and root cause analysis skills. Strong communication and stakeholder management skills. Experience using HaloPSA or similar PSA platforms. Experience producing and interpreting service performance metrics. Full UK Driving Licence.

Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small & medium businesses.

• Staff Share Equity Scheme
• New Customer Referral Incentive
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ Bank Holidays)
• Perkbox
• Employee Assistance Programme (EAP)
• Ongoing Training & Certification Support
• Career Development Opportunities