IT Specialist Team Leader: 2nd/3rd Line Engineering Lead

Free-Work UK; Pencoed; On-site; GBP 32,000 - 37,000; Full time

Benefits offered by this job

Staff Parking

Career Development

Onsite Parking

Job summary

Flotek is seeking an IT Specialist Team Leader to manage a small IT specialist and maintenance engineering team from its Pencoed site in South Wales. This role focuses on leading day-to-day operations, improving incident handling, and ensuring high-quality support delivery.

You will supervise 2nd/3rd Line and Maintenance Engineers, manage escalations, and drive continuous improvement in services while maintaining strong partner relationships.

Qualifications

• Minimum 5 years' experience leading technical support teams within an MSP environment.
• Strong experience across Microsoft 365, Azure, Active Directory, Windows Server, Networking and Cyber Security.
• Excellent troubleshooting and stakeholder management skills.
• Experience using HaloPSA or similar PSA platforms.

Responsibilities

• Lead, coach and develop IT Specialist Engineers and Maintenance Engineers.
• Oversee 2nd/3rd Line and Maintenance queues and ensure SLAs are met.
• Act as primary escalation point for complex incidents and guide troubleshooting.
• Drive maintenance, proactive monitoring and service improvements.
• Collaborate with partners and internal teams to improve operations and customer experience.

Skills

Team Leadership

People Management

Coaching

Recruitment

MSP Experience

Microsoft 365

Tools

HaloPSA

Job description

Flotek is seeking an IT Specialist Team Leader to manage a small IT specialist and maintenance engineering team from its Pencoed site in South Wales. This role focuses on leading day-to-day operations, improving incident handling, and ensuring high-quality support delivery.

You will supervise 2nd/3rd Line and Maintenance Engineers, manage escalations, and drive continuous improvement in services while maintaining strong partner relationships.