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- Tasks: Lead a dynamic helpdesk team, ensuring top-notch customer service and efficient support processes.
- Company: Join a forward-thinking company that values innovation and teamwork.
- Benefits: Enjoy 25-30 days holiday, private medical insurance, and a discretionary bonus plan.
- Why this job: Make a real impact by enhancing IT support and leading a high-performing team.
- Qualifications: Proven leadership in IT support with strong technical and problem-solving skills.
- Other info: Hybrid working model with excellent career growth opportunities.
The predicted salary is between 47500 - 52500 £ per year.
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.
Qualifications
- 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
- 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.
- 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.
Location: United Kingdom (Hybrid; London; Witney)
Salary: Circa £50,000 (Dependent on Experience)
Helpdesk Manager in Witney employer: Audley Travel
Contact Detail:
Audley Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Manager in Witney
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT support world, especially those who might know about openings for Helpdesk Managers. A friendly chat can sometimes lead to opportunities that aren't even advertised!
✨Tip Number 2
Prepare for interviews by brushing up on your technical skills and customer service approach. Be ready to share specific examples of how you've tackled complex IT issues and improved team performance. We want to see your problem-solving prowess in action!
✨Tip Number 3
Showcase your leadership style! During interviews, highlight how you manage performance and provide feedback to your team. Discuss your experience with setting objectives and creating development plans – we love to hear about your coaching techniques!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team and contributing to our customer-centric approach.
We think you need these skills to ace Helpdesk Manager in Witney
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Helpdesk Manager role. Highlight your leadership experience and technical expertise, especially in areas like ITIL principles and troubleshooting.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer service and how you can champion a customer-centric approach. Share specific examples of how you've improved helpdesk processes in the past.
Showcase Your Technical Skills: Don’t forget to mention your proficiency with tools like Active Directory, Office 365, and remote support technologies. We want to see how your technical foundation can help us maintain high levels of service.
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 Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to helpdesk operations. Be ready to discuss how you've previously monitored and reported on these metrics, as well as any trends you've identified that led to improvements.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed a helpdesk team in the past. Highlight your experience in conducting performance reviews, providing feedback, and coaching team members. This will demonstrate your ability to lead and develop a high-performing team.
✨Emphasise Customer-Centricity
Be prepared to discuss how you champion a customer-centric approach within your team. Share specific instances where you've improved customer service or streamlined support processes, showing that you understand the importance of treating users as customers.
✨Technical Know-How is Key
Brush up on your technical skills, especially around Windows support, Active Directory, and networking concepts. Be ready to answer technical questions and provide examples of complex IT issues you've resolved, showcasing your analytical and troubleshooting capabilities.