IT Team Lead – 2nd/3rd Line Support | Equity Eligible

Project Freelance; Pencoed, St Asaph; Remoto; GBP 32.000 - 37.000; Tempo pieno

Vantaggi offerti da questo lavoro

Staff Share Equity Scheme

New Customer Referral Incentive

Onsite Parking

21 Days Holiday increasing to 25 with

Bank Holidays

Perkbox

Employee Assistance Programme (EAP)

Ongoing Training & Certification

Career Development Opportunities

Descrizione del lavoro

Flotek Group is seeking an IT Specialist Team Leader to manage the 2nd/3rd line IT Engineers and Maintenance Engineers, ensuring high-quality incident resolution and proactive maintenance. This on-site role in Pencoed leads a motivated team and drives operational excellence.

The successful candidate will combine strong technical capability with leadership skills, focusing on service quality, governance, and customer outcomes in a fast-growing UK-based tech company.

Competenze

• 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.
• Experience with Networking and 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.

Mansioni

• 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 work within SLAs.
• Manage workload distribution based on skillset and priorities.
• Lead technical investigations and root cause analyses.
• Collaborate with third-party vendors for escalations.
• Drive maintenance and proactive service improvements.
• Monitor KPIs and report on performance to Head of Service.

Conoscenze

Team leadership

Microsoft 365

Azure

Active Directory

Windows Server

Networking

Cyber Security Technologies

Troubleshooting

Stakeholder management

Communication

PSA platforms (HaloPSA)

Service performance metrics

Full UK Driving Licence

Strumenti

HaloPSA

Microsoft 365

Azure

Active Directory

Windows Server

Descrizione del lavoro

Flotek Group is seeking an IT Specialist Team Leader to manage the 2nd/3rd line IT Engineers and Maintenance Engineers, ensuring high-quality incident resolution and proactive maintenance. This on-site role in Pencoed leads a motivated team and drives operational excellence.

The successful candidate will combine strong technical capability with leadership skills, focusing on service quality, governance, and customer outcomes in a fast-growing UK-based tech company.