At a Glance
- Tasks: Lead our Helpdesk operations and manage a dynamic team to resolve technical issues.
- Company: Audley Travel, a vibrant travel solutions provider with a rewarding culture.
- Benefits: Hybrid working model, competitive salary, generous holiday, and health perks.
- Other info: Enjoy exclusive travel discounts and a supportive workplace focused on employee wellbeing.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Proven experience in IT support leadership with strong technical and analytical skills.
The predicted salary is between 47500 - 52500 € per year.
Audley Travel is a travel solutions provider that fosters a dynamic and rewarding environment for its team.
In this role, you will lead our Helpdesk operations, overseeing day-to-day service delivery and ensuring timely resolution of technical issues. You will manage a team of Technology Support Analysts in the UK, as well as our managed service Helpdesk team in the US. You’ll be responsible for meeting service level targets, analysing performance data to drive improvements, and fostering a high‑performing, customer‑focused support environment.
Key responsibilities
- Oversee the helpdesk ticketing system, ensuring SLAs and KPIs are met.
- Monitor and report on helpdesk performance metrics and trends.
- Ensure consistent documentation of incidents, resolutions, and procedures.
- Act as an escalation point for complex or high‑priority issues.
- Champion a customer‑centric approach within the team, ensuring high levels of customer service are maintained and users are treated as customers.
- Identify opportunities to streamline support processes and improve efficiency.
- Implement best practices and standards for IT support.
- Evaluate and recommend helpdesk tools and technologies.
- Ensure systems are secure, up‑to‑date, and compliant with company policies.
- Responsible for the productivity and efficiency of the team through consistent management of performance, regular feedback and coaching.
- Conduct 1‑2‑1s and quarterly performance reviews with individual team members to provide support and identify development/training needs.
- Set and review objectives for the team and create development plans.
About you
You are an experienced Helpdesk or IT Support leader with a proven track record of managing high‑performing teams in a fast‑paced environment. With a strong technical foundation, you bring advanced analytical and troubleshooting skills that enable you to confidently resolve complex IT issues and guide others in doing the same.
Other key experience needed
- Proven track record in a leadership role within a helpdesk or IT support environment.
- Strong technical foundation with advanced analytical and troubleshooting capabilities for resolving complex IT issues.
- In‑depth knowledge of Windows desktop, laptop and mobile device support.
- Proficient in Active Directory, Group Policy, Office 365, Intune and remote support tools.
- Solid understanding of networking concepts including TCP/IP, DNS, DHCP and VPN technologies.
- Strong grasp of ITIL principles and IT service management frameworks.
- Excellent communication, interpersonal and problem‑solving skills.
- Exposure to Microsoft Azure and cloud‑based services is advantageous.
- Highly customer‑focused, with strong listening and information‑gathering abilities.
- Good understanding of Office 365 including MS Word, Excel, SharePoint and Outlook.
Benefits
We are committed to our employees’ quality of life and provide a hybrid working model. Employees are required to be office‑based for a minimum of 3 days per week, with the flexibility to work remotely from home or elsewhere in the UK.
- Discretionary annual bonus plan
- Holiday – 25 days rising to 30 days with length of service
- A day off for your birthday
- A day off for volunteering to support a charity, local support group or community work of your choice
- Private Medical Insurance and access to Healthshield health cash plan – money back for everyday healthcare costs (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
- Enhanced family leave
- Enhanced pension scheme
- Life insurance
- Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
- Wellhub – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
- Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers
Help Desk Manager employer: Audley Travel
Audley Travel is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid working model that balances office presence with remote flexibility. With a strong focus on fostering a high-performing, customer-centric support environment, employees benefit from comprehensive health plans, generous holiday allowances, and unique perks such as discounted travel opportunities. Join a dynamic team where your leadership skills will be valued, and you will have the chance to make a meaningful impact in the travel solutions industry.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching Audley Travel and understanding their values and culture. We want to show that we’re not just a good fit for the role, but also for the team. Tailor your answers to reflect how your experience aligns with their customer-centric approach.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your responses. We need to be confident in showcasing our technical skills and leadership experience, especially when discussing complex IT issues.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make it happen!
We think you need these skills to ace Help Desk Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Help Desk Manager role. Highlight your leadership experience and technical skills that match the job description. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it engaging and relevant to the responsibilities listed in the job description.
Showcase Your Customer Focus:Since we value a customer-centric approach, make sure to include examples of how you've delivered excellent customer service in previous roles. We love to see candidates who understand the importance of treating users as customers!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Audley Travel
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows support, Active Directory, and networking concepts. Be ready to discuss how you've tackled complex IT issues in the past, as this will show your problem-solving skills.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in a fast-paced environment. Highlight your experience with performance management, coaching, and setting objectives, as these are key responsibilities for the Help Desk Manager role.
✨Emphasise Customer-Centric Approach
Be ready to talk about how you’ve fostered a customer-focused environment in previous roles. Share specific instances where you went above and beyond to ensure high levels of customer service, as this aligns perfectly with what Audley Travel values.
✨Prepare for Performance Metrics Discussion
Familiarise yourself with common helpdesk performance metrics and be prepared to discuss how you've used data to drive improvements. This shows that you understand the importance of SLAs and KPIs in maintaining an efficient helpdesk operation.
