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IT Specialist Team Leader
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Job Title: IT Specialist Team Leader
Location
Pencoed, South Wales (in office)
Salary
GBP32,000 : GBP37,000 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 and 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 Floteks 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.
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Key Responsibilities
Team Leadership and 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 and Proactive Services Management
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- Lead Floteks 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 and 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 and 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 and Stakeholder Management
- Work closely with Helpdesk Team Leaders to
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