IT Team Leader – 2nd/3rd Line Support & Maintenance

TipTopJob; Pencoed; On-site; GBP 32,000 - 37,000; Full time

Job summary

Flotek Group are a fast:growing Tech Company based in the UK. Flotek is seeking an IT Specialist Team Leader to head the IT Specialist function from our Pencoed, South Wales office.

You will lead day-to-day management and development of 2nd/3rd line and maintenance engineers, ensuring incidents and requests are delivered to the highest standards. The successful candidate will combine strong technical capability with leadership, driving operational excellence, continuous improvement and

Qualifications

• Proven experience leading IT specialist engineers.
• Strong leadership and performance management skills.
• Experience coordinating 2nd/3rd line and maintenance teams.
• Ability to manage incidents and SLAs.

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 prioritised correctly and worked within SLAs
• Manage workload distribution based on skillset, capacity and priorities
• Monitor ticket backlog, aging and escalation trends
• Ensure engineers maintain high-quality ticket updates and documentation
• Act as the primary escalation point for complex incidents
• Support engineers with troubleshooting across Microsoft 365, Azure, Networking, Servers, Security and Infrastructure
• Lead technical investigations and root cause analysis
• Work with third-party vendors and partners for escalation
• Ensure critical incidents are managed through to resolution
• Lead Maintenance Engineering function
• Ensure completion of maintenance visits and preventative maintenance
• Monitor patch compliance, system health checks and proactive monitoring
• Drive initiatives that reduce reactive support demand
• Ensure maintenance activities are documented and reported

Job description

Flotek Group are a fast:growing Tech Company based in the UK. Flotek is seeking an IT Specialist Team Leader to head the IT Specialist function from our Pencoed, South Wales office.

You will lead day-to-day management and development of 2nd/3rd line and maintenance engineers, ensuring incidents and requests are delivered to the highest standards. The successful candidate will combine strong technical capability with leadership, driving operational excellence, continuous improvement and