Company Details
Firmdale Hotels is an international award winning group comprising of 11
high end luxury hotels and 10 bars and restaurants in London and New York. We
inspire our teams to love what they do and live and breathe our values. We
believe that our people have the opportunity to grow and progress, whatever
their role.
Role Overview
The IT
Support Manager oversees the daily operations of the IT Support team, ensuring
that IT support services are delivered efficiently and meet the needs of Firmdale
Hotels. This role involves managing the team, improving Support processes,
resolving escalated issues, and working with other IT departments to ensure
seamless support for all users. The IT Support Manager will also focus on
developing strategies to enhance end-user satisfaction, optimise ticket
resolution, and maintain a high level of service.
Key Duties and
Responsibilities
·
Manage, mentor, and provide leadership to the IT Support
team, including hiring, training, and regular one to one team check-ins to
optimise team performance.
·
Ensure proper staffing levels to meet the support
demand, including shift scheduling and on-call support.
·
Foster a positive and collaborative team
environment that focuses on excellent customer service.
·
Oversee daily operations of the IT support,
ensuring timely and efficient response to IT service requests and incidents.
·
Monitor and manage the ticketing system to ensure
issues are properly logged, prioritised, and resolved within set SLA’s (Service
Level Agreements) laid out in the call logging procedure.
·
Proactively monitor network and systems monitoring
tools.
·
Manage escalated incidents and provide advanced
troubleshooting or support where necessary.
·
Collaborate and work closely with the IT
Infrastructure Manager to resolve complex technical issues.
·
Complete daily IT briefings to ensure communication
within the team.
·
Collaborate and receive handover of IT projects
from the IT Project Coordinator.
·
Track and analyse incident trends to identify
recurring issues and proactively implement preventative measures.
·
Ensure the Helpdesk provides consistent and timely
support to our customers (end-users)
·
Develop and maintain a knowledge base of common
issues and solutions to improve first-call resolution rates and ensure these
are published on our ticket management system.
·
Develop and maintain Helpdesk procedures and
policies, ensuring they are documented and adhered to.
·
Generate weekly reports on Helpdesk performance,
service levels, and user satisfaction to management.
·
Implement continuous improvement initiatives to
optimize service delivery and operational efficiency.
·
Ensure the Helpdesk tools, such as ticketing
systems and remote support software, are updated and fully functional.
·
Address any user concerns or complaints regarding Helpdesk
services in a timely and professional manner.
·
Compile daily reports on IT support activities,
highlighting trends, issues, and areas for improvement for management review.
·
Log all tasks and jobs completed on ticket
management system.
Values
·
Attention to detail: thorough, accurate and focused when
accomplishing tasks
·
Resilience: adopts a solutions oriented approach to
problems/difficult situations
·
Passion: determined to make an impact with a focus on
creating a happy and engaged team
·
Enthusiasm: shows a keen interest in supporting Firmdale
Hotels, adopting a can-do attitude
·
Relationships: builds and maintains effective relationships
with team members at all levels
·
Versatile: adaptable and ready to take on new challenges.
What We Offer:
* Health cash plan (including
contributions towards dental, optical, alternative and complementary therapies)
* Discounted cinema tickets, gym
membership, travel, retailers and restaurants
* Referral bonus scheme for
recommending top talent
* Dry cleaning service for work
attire and discounted personal dry cleaning
* Enhanced holiday allowance based on
length of service
* Season ticket loan for convenient
commuting
* Ongoing training and professional
development opportunities
* Regular social events, team
activities, and fitness sessions
* Benefits like cycle to work scheme
and annual long service awards
* One allocated paid day per year for
volunteering work
* Exclusive discounts at Design
Hotels, staff sales, spa discounts, and product perks
* And much more!
Why join Firmdale Hotels?
Firmdale Hotels is an international, award winning
group of 11 luxury hotels and 10 bars and restaurants in London and New York.
World renowned for their unique interiors and exceptional service, the hotels
are trailblazers in hospitality and design.
We are delighted to have been recognised by the
hospitality and travel industries for the great work our teams have
achieved. To name a few of our recent awards and accolades:
* Proud winners of The Times Best
Places to Work for both 2024 and 2025
* The Kings Award for Enterprise 2024
for outstanding contribution to International Trade
* Manager of the Year – Helle Jensen
– Cateys 2024
* Food & Beverage Manager of the
Year - Pedro Paulo - Hotel Cateys 2024
* Hotel Chef of the Year Finalist -
Jamie Atkinson - Hotel Cateys 2024
* Haymarket Hotel & The Soho
Hotel – One AA Rosette for Culinary Excellence and AA Breakfast Award 2025
* Covent Garden Hotel – One AA
Rosette for Culinary Excellence 2025
* Dorset Square Hotel – AA Breakfast
Award 2025
* Ham Yard Hotel, Covent Garden Hotel
and Haymarket Hotel – Two Michelin Keys 2024
* Charlotte Street Hotel, The Soho
Hotel, Knightsbridge Hotel and Number Sixteen Hotel – One Michelin Key
2024
* Ham Yard Hotel - two AA Rosettes
for Culinary Excellence, Ham Yard Bar & Restaurant, 2024 as well as an
AA Breakfast Award
* Dorset Square Hotel – One AA
Rosette for Culinary Excellence, The Potting Shed, 2024
* Warren Street Hotel - Travel &
Leisure ‘IT List’ best hotels in the world
* Whitby Hotel, Crosby Street and
Warren Street - Michelin keys
* Number Sixteen - Best Boutique
Hotels in London, The Times, 2024.
You can see a full list of our awards and accolades
here: https://www.firmdalehotels.com/b/awards-accolades/
If you are passionate about hospitality and
delivering exceptional guest experiences, we would love to hear from you. Join
Firmdale Hotels and be part of something extraordinary.
In line with the Asylum and Immigration Act 1996,
we do require all applicants to have the eligibility to live and work in the
United Kingdom. Documentation will be required at interview stage.