Job Description
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.