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- Tasks: Lead a dynamic helpdesk team, ensuring top-notch customer support and seamless communication.
- Company: Join Flotek Group, the fastest growing tech company in the UK, dedicated to exceptional IT solutions.
- Benefits: Enjoy perks like staff share equity, referral incentives, onsite parking, 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 of team management experience in IT or Telecoms with strong leadership skills required.
- Other info: This role is on-site in Bridgend; candidates must reside in the UK.
The predicted salary is between 28000 - 42000 £ per year.
Location: Pencoed, South Wales, UK (on-site)
Salary: £35,000 per annum
Job Type: Full time, Permanent
Working Hours: Monday to Friday - 09:00 to 17:30 (5 days per week, 8 hours per day during this times)
About Flotek:
Flotek Group are the fastest growing Tech Company providing IT and Comms technology to small & medium businesses. We have regional sales and support locations across the UK. Our ambitious growth is focused on our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.
About the Role:
As a Helpdesk Manager, your role goes beyond technical troubleshooting - you are the driving force behind a customer-centric, high-performance support team, balancing both on-site and remote staff. Your leadership ensures seamless communication, exceptional service delivery, and continuous growth within the team of Advisors, Technicians and Team Leaders.
Key Responsibilities:
- Deliver Exceptional Customer Support: Set high service standards and ensure every interaction reflects professionalism, efficiency, and world-class service.
- Manage & Support Remote Team Members: Implement strategies to keep remote staff engaged, productive, and connected, fostering a strong team dynamic across locations.
- Develop & Motivate the Team: Recruit, train, and mentor both remote and in-office helpdesk employees, ensuring alignment in goals and support quality.
- Lead with Empathy & Excellence: Promote a culture of accountability, innovation, and personal growth across all support roles including Advisors, Technicians and Team Leaders.
- Enhance Customer Experience: Continuously refine support strategies to maintain fast resolutions and outstanding user satisfaction.
- Implement Best Practices & Technology: Leverage collaboration tools to streamline workflows, improve remote troubleshooting, and maintain efficiency across distributed teams.
- Act as an Escalation Point: Provide leadership when handling complex technical issues, ensuring prompt and effective resolution.
- Drive a Learning Culture: Facilitate workshops, certifications, and hands-on training for both remote and on-site staff, ensuring skill development and service consistency.
About you:
- Minimum of 5 Years Experience in managing a team
- Strong leadership and coaching abilities across on-site and remote teams.
- Expertise in IT and/or Telecoms support and helpdesk operations.
- Passion for delivering World-Class customer service.
- Ability to foster connectivity and collaboration among on-site and remote employees.
- Excellent problem-solving and communication skills
Renumeration and Benefits:
- Staff Share Equity Scheme
- Customer referral incentive
- Onsite Parking
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
- Perkbox offers and discounts
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 on the APPLY button to send your CV and Cover Letter 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.
IT Helpdesk Manager in Bridgend employer: Flotek
Contact Detail:
Flotek Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Manager in Bridgend
✨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 used to keep remote staff engaged and productive during interviews.
✨Tip Number 3
Demonstrate your passion for customer service by preparing examples of how you've improved customer satisfaction in previous roles. This will resonate well with our focus on delivering world-class service.
✨Tip Number 4
Network with current or former employees of Flotek Group if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace IT Helpdesk Manager in Bridgend
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and team management. Emphasise your leadership skills and any specific achievements that demonstrate your ability to deliver exceptional customer service.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your approach to managing both on-site and remote teams. Use specific examples from your past experiences to illustrate how you have successfully led teams and improved service delivery.
Highlight Relevant Skills: Focus on key skills mentioned in the job description, such as problem-solving, communication, and the ability to foster team connectivity. Make sure these skills are evident in both your CV and cover letter.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a managerial role.
How to prepare for a job interview at Flotek
✨Showcase Your Leadership Skills
As a Helpdesk Manager, your ability to lead and motivate a team is crucial. Be prepared to discuss your previous experiences in managing teams, especially in remote settings. Highlight specific examples where you successfully engaged and developed your team members.
✨Demonstrate Customer-Centric Thinking
Flotek values exceptional customer service, so be ready to share instances where you went above and beyond for customers. Discuss how you set high service standards and the impact it had on customer satisfaction and team performance.
✨Prepare for Technical Scenarios
While the role involves leadership, having a solid understanding of IT and telecoms support is essential. Brush up on common technical issues and be ready to explain how you would handle complex problems, showcasing your problem-solving skills.
✨Emphasise Your Communication Skills
Effective communication is key in this role, especially when managing remote teams. Prepare to discuss how you ensure clear communication across different locations and how you foster a collaborative environment among team members.
