IT Team Leader - 2nd/3rd Line & Maintenance

Onyx Conseil; United Kingdom; Remote; GBP 32,000 - 37,000; 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 an IT Specialist Team Leader to guide and develop the 2nd/3rd line and maintenance engineers in a UK-based in-office role. You will manage incident escalation, ticket queues, and proactive maintenance while driving service quality and continuous improvement across Microsoft technologies and security domains.

The ideal candidate has 5+ years leading MS-P environment teams, strong communication skills, and a track record of delivering customer-focused IT services within an

Qualifications

• Experience leading technical support teams within an MSP environment.
• 5+ years' experience supporting Microsoft-based environments.
• Strong experience across Microsoft 365, Azure, Active Directory, Windows Server, 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.

Responsibilities

• Lead, coach and develop IT Specialist Engineers and Maintenance Engineers.
• Oversee all 2nd Line, 3rd Line and Maintenance ticket queues and SLAs.
• Act as primary escalation point for complex incidents and coordinate resolutions.
• Lead Maintenance Engineering and proactive service improvements.
• Maintain high service quality and partner satisfaction.
• Develop and maintain technical standards, procedures and knowledge base articles.
• Monitor KPI metrics and produce regular performance reports.
• Build strong relationships with internal teams, suppliers and partners.
• Drive automation and efficiency improvements.

Skills

Team leadership

MSP experience

Microsoft 365

Azure

Active Directory

Windows Server

Networking

Cyber security

Troubleshooting

Root cause analysis

Stakeholder management

HaloPSA

Service metrics

Driving licence

Job description

Flotek Group is seeking an IT Specialist Team Leader to guide and develop the 2nd/3rd line and maintenance engineers in a UK-based in-office role. You will manage incident escalation, ticket queues, and proactive maintenance while driving service quality and continuous improvement across Microsoft technologies and security domains.

The ideal candidate has 5+ years leading MS-P environment teams, strong communication skills, and a track record of delivering customer-focused IT services within an