IT Specialist Team Leader
Job Description
Job Title: IT Specialist Team LeaderLocation: Pencoed, South Wales (in office)Salary: £32,000 - £37,000 per annumJob Type: Full-time, PermanentWorking Hours: Monday to Friday, 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8 hours per day during these times with a 30-minute lunch break)About Flotek: Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small & medium businesses.
We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.
About the role:
We are looking for a highly motivated and technically capable Team Leader to lead Flotek's IT Specialist function.
You will be responsible for the day-to-day leadership, development and performance of our 2nd Line Engineers, 3rd Line Engineers and Maintenance Engineers, ensuring technical incidents, service requests and proactive maintenance activities 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 partner experiences.
Key Responsibilities:
Team Leadership & People ManagementLead, coach and develop IT Specialist Engineers and Maintenance EngineersConduct regular one-to-ones, probation reviews and performance discussionsSupport recruitment, onboarding and training of new team membersCreate personal development plans and technical growth pathways for engineersPromote accountability, ownership and a positive team cultureSpecialist Queue ManagementOversee all 2nd Line, 3rd Line and Maintenance ticket queuesEnsure tickets are prioritised correctly and worked within agreed SLAsManage workload distribution based on skillset, capacity and business prioritiesMonitor ticket backlog, ticket ageing and escalation trendsEnsure engineers maintain high-quality ticket updates and documentationTechnical Escalation ManagementAct as the primary escalation point for complex and high-impact technical incidentsSupport engineers with troubleshooting across Microsoft 365, Azure, Networking, Servers, Security and Infrastructure technologiesLead technical investigations and root cause analysis activitiesWork with third-party vendors and partners where escalation is requiredEnsure critical and major incidents are managed effectively through to resolutionMaintenance & Proactive Services ManagementLead Flotek's Maintenance Engineering functionEnsure completion of scheduled maintenance visits and preventative maintenance activitiesMonitor patch compliance, system health checks and proactive monitoring activitiesDrive initiatives that reduce reactive support demand through proactive service improvementsEnsure maintenance activities are documented and reported accuratelyService Quality & Continuous ImprovementMaintain high levels of service quality and partner satisfactionReview repeat incidents and implement preventative solutionsIdentify opportunities for automation, efficiency improvements and service optimisationDevelop and maintain technical standards, procedures and knowledge base articlesWork closely with Service Leadership to improve operational performanceKPI & Performance ManagementMonitor and report on: Response SLA PerformanceResolution SLA PerformanceTicket BacklogTicket AgeingEscalation VolumesRe-open RatesTeam UtilisationCSAT PerformanceProduce regular performance reports for the Head of ServiceIdentify trends, risks and improvement opportunitiesCollaboration & Stakeholder ManagementWork closely with Helpdesk Team Leaders to ensure effective ticket escalation and workload balancingSupport service reviews, operational meetings and major incident reviewsAssist with onboarding of new partners and technical projectsBuild strong relationships with internal teams, suppliers and partnersCustomer Experience ExcellenceEnsure every engineer delivers a professional, consistent and customer-focused serviceSupport achievement of company CSAT and NPS objectivesAct as an escalation point for partner concerns and service issuesDrive a culture of ownership and exceptional service deliveryWhat We're looking for: Previous experience leading technical support teams within an MSP environmentMinimum 5 years' experience supporting Microsoft-based environmentsStrong experience across: Microsoft 365AzureActive DirectoryWindows ServerNetworkingCyber Security TechnologiesExcellent troubleshooting and root cause analysis skillsStrong communication and stakeholder management skillsExperience using HaloPSA or similar PSA platformsExperience producing and interpreting service performance metricsFull UK Driving Licence.
Benefits:
Staff Share Equity SchemeNew Customer Referral IncentiveOnsite Parking21 Days Holiday increasing to 25 with 4 years of service (+ Bank Holidays)PerkboxEmployee Assistance Programme (EAP)Ongoing Training & Certification SupportCareer Development OpportunitiesDue to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.Please click the APPLY button to submit your CV for this role.
Candidates with the experience or relevant job titles of; IT Technician, IT Support Engineer, IT Service Engineer, IT Team Leader, IT Manager, IT Supervisor, IT Technician, IT Support Technician, Technical Support, IT Support, IT Systems Support, 2nd Line Technical Support Advisor, 2nd Line Technical Support Analyst, IT Service Engineer, may also be considered for this role.