IT Specialist Team Leader

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.

• 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.
• Oversee all 2nd Line, 3rd Line and Maintenance ticket queues, ensuring 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.
• 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.
• Lead Flotek's Maintenance Engineering function, ensuring completion of scheduled 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.
• 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.
• Monitor and report on SLA performance, ticket backlog, escalation volumes, re-open rates, team utilisation and CSAT.
• 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.
• Ensure every engineer delivers a professional, consistent and customer-focused service.

• 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 and 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.

• Staff Share Equity Scheme.
• New Customer Referral Incentive.
• Onsite parking.
• 21 days holiday increasing to 25 with 4 years of service, plus bank holidays.
• Perkbox discounts.
• Employee Assistance Programme (EAP).
• Ongoing training and certification support.
• Career development opportunities.

Please note: due to the nature of this role, we are unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.