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- Tasks: Lead a dynamic helpdesk team, ensuring top-notch customer support and seamless communication.
- Company: Join Flotek, the UK's fastest growing tech company, dedicated to exceptional IT and comms solutions.
- Benefits: Enjoy perks like a share equity scheme, referral incentives, and increasing holiday days.
- Why this job: Be part of a culture that values innovation, personal growth, and world-class service delivery.
- Qualifications: 5+ years in team management with strong leadership skills and IT expertise required.
- Other info: This role is on-site in Pencoed; candidates must reside in the UK.
The predicted salary is between 28000 - 42000 £ per year.
Job Title: IT Helpdesk Manager
Location: Bridgend, South Wales
Salary: Competitive
Job Type: Full-time, Permanent
Working Hours: Monday to Friday – 9am to 5.30pm (flexible hours between 8am – 6pm)
About Flotek
Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.
When you join Flotek Group you join our \”Purple Army\” and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a \”Wow!\”
About the Role
As an IT Helpdesk Manager within Flotek, you will lead a team of IT Specialist Team Leaders and IT Specialist Engineers. You will be responsible for ensuring the team are delivering the high-quality service and support to our partners of their IT environments. This role demands strong technical expertise, client-facing professionalism, the ability to lead and motivate a team and the ability to manage priorities.
Key Responsibilities
- Reporting to our Head Of Service
- Lead and inspire a team of IT professionals, fostering a collaborative and supportive working environment where team morale and culture are paramount.
- Develop and implement training programs and initiatives to support the ongoing professional development of team members, ensuring they have the skills and knowledge needed to excel in their roles.
- Champion a partner-centric approach to service delivery, ensuring that customer satisfaction is prioritised in all interactions and that the team is empowered to go above and beyond to exceed customer expectations.
- Collaborate closely with partners to understand their business needs and goals, providing strategic guidance and recommendations to improve the overall service experience provided by Flotek.
- Stay abreast of industry trends and emerging technologies, making recommendations for service enhancements and innovations that will benefit both our partners and our team.
- Provide excellent customer service by communicating effectively and professionally with our partners.
- Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.
- Lead the team from a technical perspective ensuring the correct team resources are available to provide world class service.
- Mentor the Team Leaders to effectively manage day to day operations, deliver feedback & coaching.
- Coach Team Leaders to take ownership of partner queries to deliver world class service.
- Setting KPI and metrics to monitor team performance and be able to present these to Flotek Directors and Management Team
What we\’re looking for
- A positive attitude with a can do approach to everything!
- A team player with Strong leadership skills
- Have an ICT background within an MSP with experience of leading a team.
- Strong knowledge of using and supporting Microsoft Windows client operating systems in conjunction with M365 cloud products.
- Solid experience in customer service (excellent verbal and written communication skills required).
- Technical expertise in IT infrastructure and systems administration, with proficiency in networking, security, and cloud technologies
- Advanced experience with Microsoft 365, Premise based servers, virtualisation technologies, SharePoint, Azure. Backup Solutions and security firewalls.
- Be commercially aware, including cost analysis and budget preparation
- Comfortable with using CRM\’s and documentation solutions
- Naturally supportive leader.
- Ability to prioritise personal and team workload.
- Holds a Full UK valid driving license
Benefits
- Salary dependent on experience
- Senior EMI Share Equity Scheme – own a slice of the \”Purple Pie.\”
- Day off for your birthday.
- Day off for other life\’s milestones – such as weddings, moving house, child\’s first day at school, or religious holidays.
- Give back day to support your chosen charity.
- Savings on gym memberships, shopping and other discounts available through Perkbox.
- Variety of social events & team building opportunities are available.
- Opportunities for professional development and career progression.
Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.
Please click the APPLY button to submit your CV for this role.
Candidates with the experience or relevant job titles of; 1st Line Technical Support Manager, 1st Line Technical Support, IT Technician, IT Support Engineer, IT Service Engineer, 1st Line Support Engineer, 1st Line Support Technician, Technical Support, IT Manager, IT Systems Support, IT Customer Support Manager, may also be considered for this role.
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IT Helpdesk Manager employer: Flotek
Contact Detail:
Flotek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Manager
✨Tip Number 1
Familiarise yourself with the latest IT helpdesk technologies and tools. Being knowledgeable about collaboration software and remote troubleshooting techniques will show that you can lead a modern, efficient team.
✨Tip Number 2
Highlight your leadership experience in managing both on-site and remote teams. Be prepared to discuss specific strategies you've implemented to keep remote staff engaged and productive during the interview.
✨Tip Number 3
Demonstrate your passion for customer service by sharing examples of how you've improved customer satisfaction in previous roles. This will resonate well with Flotek's focus on delivering world-class service.
✨Tip Number 4
Prepare to discuss your approach to fostering a learning culture within your team. Think of specific workshops or training sessions you've facilitated that led to skill development and improved service quality.
We think you need these skills to ace IT Helpdesk Manager
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and requirements for the Helpdesk Manager position. Tailor your application to highlight how your experience aligns with these aspects.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and passion for customer service. Use specific examples from your past experiences to demonstrate how you have successfully managed teams and improved customer support.
Highlight Relevant Experience: In your CV, emphasise your experience in managing both on-site and remote teams. Include any relevant achievements in IT support or helpdesk operations that showcase your ability to deliver exceptional customer service.
Proofread Your Application: Before submitting, make sure to proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Flotek
✨Showcase Your Leadership Skills
As a Helpdesk Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed both on-site and remote teams in the past, focusing on your coaching and mentoring strategies.
✨Emphasise Customer-Centric Approach
Flotek values exceptional customer service, so be ready to discuss how you've set high service standards in previous roles. Share specific instances where you enhanced customer experience and resolved complex issues effectively.
✨Discuss Remote Team Management
Since managing remote staff is crucial for this role, think about strategies you've implemented to keep remote teams engaged and productive. Highlight any tools or practices that have helped foster connectivity among team members.
✨Prepare for Technical Questions
While the role is more about management, having a solid understanding of IT and telecoms support is essential. Brush up on common technical issues and solutions, as well as best practices in helpdesk operations to showcase your expertise.