IT Specialist Team Leader

Flotek Group; Pencoed; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Staff Share Equity Scheme

New Customer Referral Incentive

Onsite Parking

21 Days Holiday increasing to 25 with

Employee Assistance Programme (EAP)

Ongoing Training & Certification Supp

Job summary

Flotek Group in the United Kingdom is seeking a highly motivated Team Leader to direct our IT Specialist function. You will oversee day-to-day leadership and performance of 2nd and 3rd line engineers, plus Maintenance Engineers, ensuring incidents, service requests and maintenance 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

Qualifications

• Previous experience leading technical support teams within an MSP environment.
• Strong communication and stakeholder management skills.
• Excellent troubleshooting and root cause analysis skills.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• Monitor and drive key service performance measures, including response and resolution SLAs, ticket backlog and ageing, escalation volumes, re-open rates, team utilisation and CSAT.
• Produce regular performance reporting for the Head of Service, identifying trends, risks and opportunities for improvement.
• Ensure the team delivers a professional, consistent and customer-focused service, supporting the achievement of company CSAT and NPS objectives.
• Work closely with Helpdesk Team Leaders to manage ticket escalations, balance workloads and maintain service standards.
• Act as an escalation point for partner concerns and service issues, ensuring effective ownership through to resolution.
• Support service reviews, operational meetings and major incident reviews, using insights and feedback to drive continuous improvement.
• Support the onboarding of new partners and the delivery of technical projects from a service perspective.
• Build strong relationships across internal teams, suppliers and partners to enable effective service delivery.
• Promote a culture of accountability, ownership, continuous improvement and exceptional customer service.

Skills

Leadership

Troubleshooting

Stakeholder management

Communication

Tools

HaloPSA

Job description

Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.

When you join Flotek Group you join our “Purple Army” and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a “Wow!”

The Role

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.

Key Responsibilities:

• 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.
• 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.
• 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.

Service Performance & Customer Experience

• Monitor and drive key service performance measures, including response and resolution SLAs, ticket backlog and ageing, escalation volumes, re-open rates, team utilisation and CSAT.
• Produce regular performance reporting for the Head of Service, identifying trends, risks and opportunities for improvement.
• Ensure the team delivers a professional, consistent and customer-focused service, supporting the achievement of company CSAT and NPS objectives.
• Work closely with Helpdesk Team Leaders to manage ticket escalations, balance workloads and maintain service standards.
• Act as an escalation point for partner concerns and service issues, ensuring effective ownership through to resolution.
• Support service reviews, operational meetings and major incident reviews, using insights and feedback to drive continuous improvement.
• Support the onboarding of new partners and the delivery of technical projects from a service perspective.
• Build strong relationships across internal teams, suppliers and partners to enable effective service delivery.
• Promote a culture of accountability, ownership, continuous improvement and exceptional customer service.

What We’re looking for:

• Previous experience leading technical support teams within an MSP environment.
• Minimum 5 years' experience supporting Microsoft-based environments.
• Strong experience across:
• Microsoft 365
• 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.
• Staff Share Equity Scheme
• New Customer Referral Incentive
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ Bank Holidays)
• Employee Assistance Programme (EAP)
• Ongoing Training & Certification Support

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.