IT Team Leader — MSP, Cybersecurity & Growth

Flotek Group; Pencoed; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Staff Share Equity Scheme

New Customer Referral Incentive

Onsite Parking

21 Days Holiday increasing to 25 with

Employee Assistance Programme (EAP)

Ongoing Training & Certification Supp

Job summary

Flotek Group in the United Kingdom is seeking a highly motivated Team Leader to direct our IT Specialist function. You will oversee day-to-day leadership and performance of 2nd and 3rd line engineers, plus Maintenance Engineers, ensuring incidents, service requests and maintenance are delivered to the highest standards.

The successful candidate will combine strong technical capability with excellent leadership skills, helping drive operational excellence, continuous improvement, and exceptional

Qualifications

• Previous experience leading technical support teams within an MSP environment.
• Strong communication and stakeholder management skills.
• Excellent troubleshooting and root cause analysis skills.

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 are prioritised correctly and worked within agreed SLAs.
• Manage workload distribution based on skillset, capacity and business priorities.
• Monitor ticket backlog, ticket ageing and escalation trends.
• Ensure engineers maintain high-quality ticket updates and documentation.
• Act as the primary escalation point for complex and high-impact technical incidents.
• Support engineers with troubleshooting across Microsoft 365, Azure, Networking, Servers, Security and Infrastructure technologies.
• Lead technical investigations and root cause analysis activities.
• Work with third-party vendors and partners where escalation is required.
• Ensure critical and major incidents are managed effectively through to resolution.
• Lead Flotek's Maintenance Engineering function.
• Ensure completion of scheduled maintenance visits and preventative maintenance activities.
• Monitor patch compliance, system health checks and proactive monitoring activities.
• Drive initiatives that reduce reactive support demand through proactive service improvements.
• Ensure maintenance activities are documented and reported accurately.
• Maintain high levels of service quality and partner satisfaction.
• Review repeat incidents and implement preventative solutions.
• Identify opportunities for automation, efficiency improvements and service optimisation.
• Develop and maintain technical standards, procedures and knowledge base articles.
• Work closely with Service Leadership to improve operational performance.
• Monitor and drive key service performance measures, including response and resolution SLAs, ticket backlog and ageing, escalation volumes, re-open rates, team utilisation and CSAT.
• Produce regular performance reporting for the Head of Service, identifying trends, risks and opportunities for improvement.
• Ensure the team delivers a professional, consistent and customer-focused service, supporting the achievement of company CSAT and NPS objectives.
• Work closely with Helpdesk Team Leaders to manage ticket escalations, balance workloads and maintain service standards.
• Act as an escalation point for partner concerns and service issues, ensuring effective ownership through to resolution.
• Support service reviews, operational meetings and major incident reviews, using insights and feedback to drive continuous improvement.
• Support the onboarding of new partners and the delivery of technical projects from a service perspective.
• Build strong relationships across internal teams, suppliers and partners to enable effective service delivery.
• Promote a culture of accountability, ownership, continuous improvement and exceptional customer service.

Skills

Leadership

Troubleshooting

Stakeholder management

Communication

Tools

HaloPSA

Job description

Flotek Group in the United Kingdom is seeking a highly motivated Team Leader to direct our IT Specialist function. You will oversee day-to-day leadership and performance of 2nd and 3rd line engineers, plus Maintenance Engineers, ensuring incidents, service requests and maintenance are delivered to the highest standards.

The successful candidate will combine strong technical capability with excellent leadership skills, helping drive operational excellence, continuous improvement, and exceptional