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…