IT Team Leader - Growth, Excellence & Equity

Flotek Group; Llanilid; On-site; GBP 60,000 - 75,000; 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 a highly motivated Team Leader to guide the IT Specialist function, overseeing 2nd/3rd line and maintenance engineers. You will drive incident resolution, proactive maintenance, and service improvements while maintaining high partner satisfaction.

The role requires strong leadership, escalation management and deep Microsoft-based environment know-how, with a focus on delivering excellent customer experiences across the UK.

Qualifications

• Minimum 5 years' experience leading technical support teams in MSP environments.
• Strong knowledge of Microsoft 365, Azure, AD, Windows Server and networking.
• Excellent troubleshooting and root cause analysis with stakeholder management.
• Full UK driving licence.

Responsibilities

• Lead, coach and develop IT Specialist Engineers and Maintenance Engineers.
• Oversee all 2nd/3rd line and maintenance ticket queues and SLAs.
• Act as primary escalation point for complex incidents and drive RCAs.
• Drive proactive maintenance and service improvements to reduce reactive demand.
• Develop and maintain technical standards and knowledge base.
• Monitor KPIs and produce performance reports for leadership.
• Collaborate with Helpdesk leaders and partners on escalations and reviews.
• Ensure exceptional customer experience and CSAT/NPS targets.

Skills

Team leadership

People management

Performance management

Stakeholder management

Recruitment support

Tools

HaloPSA

Microsoft 365

Azure

Active Directory

Windows Server

Networking

Cyber Security

Job description

Flotek Group is seeking a highly motivated Team Leader to guide the IT Specialist function, overseeing 2nd/3rd line and maintenance engineers. You will drive incident resolution, proactive maintenance, and service improvements while maintaining high partner satisfaction.

The role requires strong leadership, escalation management and deep Microsoft-based environment know-how, with a focus on delivering excellent customer experiences across the UK.