Ofertas › Flotek
Flotek · Pencoed, United Kingdom · £32,000 - 37,000 per year
Salary: £32,000 - 37,000 per year 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