IT Specialist Team Leader

Job Title: IT Specialist Team Leader

Location: In Office - Pencoed, South Wales / St Asaph

Salary: £32,000 - £37,000 per annum

Job Type: Full-time, Permanent

Working 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 Management

• 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.

Specialist Queue Management

• 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.

Technical Escalation Management

• 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.

Maintenance & Proactive Services Management

• 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.

Service Quality & Continuous Improvement

• 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.

KPI & Performance Management

• Monitor and report on:
• Response SLA Performance
• Resolution SLA Performance
• Ticket Backlog
• Ticket Ageing
• Escalation Volumes
• Re-open Rates
• Team Utilisation
• CSAT Performance
• Produce regular performance reports for the Head of Service.
• Identify trends, risks and improvement opportunities.
• Collaboration & Stakeholder Management
• Work closely with Helpdesk Team Leaders to ensure effective ticket escalation and workload balancing.
• Support service reviews, operational meetings and major incident reviews.
• Assist with onboarding of new partners and technical projects.
• Build strong relationships with internal teams, suppliers and partners.

Customer Experience Excellence

• Ensure every engineer delivers a professional, consistent and customer-focused service.
• Support achievement of company CSAT and NPS objectives.
• Act as an escalation point for partner concerns and service issues.
• Drive a culture of ownership and exceptional service delivery.

What We're looking for:

• Previous experience leading technical support teams within an MSP environment.
• Minimum 5 years' experience supporting Microsoft-based environments.
• Strong experience across:
• Microsoft 365
• Azure
• Active Directory
• Windows Server
• Networking
• 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.

Benefits:

• Staff Share Equity Scheme
• New Customer Referral Incentive
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ Bank Holidays)
• Perkbox
• Employee Assistance Programme (EAP)
• Ongoing Training & Certification Support
• Career Development Opportunities

Due 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.