IT Specialist Team Leader

Job Title:

IT Specialist Team Leader

Location:

Pencoed, South Wales (in office)
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…