IT Specialist Team Leader

Requirements:

• We are looking for someone with previous experience leading technical support teams within an MSP environment.
• We require a minimum of 5 years experience supporting Microsoft-based environments.
• You should have strong experience with Microsoft 365, Azure, Active Directory, Windows Server, networking, and cyber security technologies.
• You need excellent troubleshooting and root cause analysis skills.
• You should have strong communication and stakeholder management skills.
• Experience using HaloPSA or a similar PSA platform is required.
• You should have experience producing and interpreting service performance metrics.
• You must hold a full UK driving licence.
• Candidates must already reside in the UK, as we are unable to offer sponsorship or relocation assistance.

Responsibilities:

• We lead, coach, and develop IT Specialist Engineers and Maintenance Engineers.
• We conduct regular one-to-ones, probation reviews, and performance discussions.
• We support recruitment, onboarding, and training of new team members.
• We create personal development plans and technical growth pathways for engineers.
• We promote accountability, ownership, and a positive team culture.
• We oversee all 2nd Line, 3rd Line, and Maintenance ticket queues.
• We ensure tickets are prioritised correctly and worked within agreed SLAs.
• We manage workload distribution based on skillset, capacity, and business priorities.
• We monitor ticket backlog, ticket ageing, and escalation trends.
• We ensure engineers maintain high-quality ticket updates and documentation.
• We act as the primary escalation point for complex and high-impact technical incidents.
• We support engineers with troubleshooting across Microsoft 365, Azure, networking, servers, security, and infrastructure technologies.
• We lead technical investigations and root cause analysis activities.
• We work with third-party vendors and partners where escalation is required.
• We ensure critical and major incidents are managed effectively through to resolution.
• We lead our Maintenance Engineering function.
• We ensure completion of scheduled maintenance visits and preventative maintenance activities.
• We monitor patch compliance, system health checks, and proactive monitoring activities.
• We drive initiatives that reduce reactive support demand through proactive service improvements.
• We ensure maintenance activities are documented and reported accurately.
• We maintain high levels of service quality and partner satisfaction.
• We review repeat incidents and implement preventative solutions.
• We identify opportunities for automation, efficiency improvements, and service optimisation.
• We develop and maintain technical standards, procedures, and knowledge base articles.
• We work closely with Service Leadership to improve operational performance.
• We monitor and report on response SLA performance, resolution SLA performance, ticket backlog, ticket ageing, escalation volumes, re-open rates, team utilisation, and CSAT performance.
• We produce regular performance reports for the Head of Service.
• We identify trends, risks, and improvement opportunities.
• We work closely with Helpdesk Team Leaders to ensure effective ticket escalation and workload balancing.
• We support service reviews, operational meetings, and major incident reviews.
• We assist with onboarding of new partners and technical projects.
• We build strong relationships with internal teams, suppliers, and partners.
• We ensure every engineer delivers a professional, consistent, and customer-focused service.
• We support achievement of company CSAT and NPS objectives.
• We act as an escalation point for partner concerns and service issues.
• We drive a culture of ownership and exceptional service delivery.

Technologies:

• Active Directory
• Azure
• Support
• Microsoft 365
• Security
• Windows
• Office 365
• Cloud

More

We are Flotek Group, a fast-growing tech company based throughout the UK, providing IT and communications technology to small and medium-sized businesses. We have regional sales and support locations across the UK, and our growth is driven by our values and a commitment to delivering every product and service with expertise, passion, and heart. This is an in-office role based in Pencoed, South Wales, with a full-time, permanent schedule, Monday to Friday from 08:00 to 18:00, plus weekend on-call support on rotation. We offer a competitive benefits package including a staff share equity scheme, new customer referral incentive, onsite parking, 21 days holiday increasing to 25 after 4 years of service plus bank holidays, Perkbox, an Employee Assistance Programme, ongoing training and certification support, and career development opportunities.

last updated 43 week of 2026