At a Glance
- Tasks: Lead a dynamic team of IT specialists and ensure top-notch service delivery.
- Company: Join Flotek, a fast-growing tech company with a passion for innovation.
- Benefits: Enjoy competitive salary, share equity scheme, and ongoing training opportunities.
- Other info: Great career development prospects in a supportive and collaborative culture.
- Why this job: Make a real impact by leading a talented team in a thriving tech environment.
- Qualifications: 5+ years in technical support and strong leadership skills required.
The predicted salary is between 37000 - 37000 £ per year.
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 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.
StudySmarter Expert Advice🤫
We think this is how you could land IT Specialist Team Leader in Pencoed
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Flotek values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Flotek might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Flotek!
✨Direct Apply to Flotek
Let's not forget to apply directly through the Flotek website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Specialist Team Leader in Pencoed
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Flotek.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Flotek. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Flotek
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
