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- Tasks: Lead Helpdesk operations and manage a team to resolve technical issues efficiently.
- Company: Join Audley Travel, a dynamic travel solutions provider with a rewarding culture.
- Benefits: Enjoy a competitive salary, hybrid working, generous holiday, and wellness perks.
- Why this job: Make a real impact by enhancing customer support in a fast-paced environment.
- Qualifications: Proven leadership in IT support, strong technical skills, and a customer-focused mindset.
- Other info: Great career growth opportunities and a supportive team atmosphere.
The predicted salary is between 50000 - 50000 ÂŁ 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 in London employer: Audley Travel
Contact Detail:
Audley Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Help Desk Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to helpdesk management. Think about how you’d handle complex issues or improve team performance. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your leadership skills! When you get the chance to chat with potential employers, highlight your experience managing teams and driving customer satisfaction. Share specific examples of how you’ve improved processes or resolved high-priority 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 are proactive and engaged with our company. Let’s get you that Help Desk Manager position!
We think you need these skills to ace Help Desk Manager in London
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 you can lead a team and resolve complex IT issues!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team at Audley Travel. Share specific examples of how you've improved helpdesk operations or led successful projects in the past.
Showcase Your Customer Focus: Since this role is all about customer service, make sure to highlight your customer-centric approach. We love candidates who can demonstrate their ability to treat users as customers and maintain high levels of service.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing applications come directly from our site!
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 expertise and confidence.
✨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 fostering a customer-centric approach, as these are key for the Help Desk Manager role.
✨Understand the Company Culture
Research Audley Travel and their values. Be prepared to discuss how you can contribute to their dynamic and rewarding environment. Showing that you align with their culture will make you stand out as a candidate.
✨Prepare Questions for Them
Think of insightful questions to ask during the interview. This could be about their helpdesk tools, team dynamics, or how they measure success. It shows you're genuinely interested and engaged, which is always a plus!