Audley Travel
Help Desk Manager
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🌍 Embark On Your Next Adventure 🌍 Join Audley Travel as our next Help Desk Manager If you're an experienced IT Support or Helpdesk leader who is passionate about delivering exceptional service, developing high-performing teams, and driving continuous improvement, we'd love to hear from you
Travel Shaped Around You: The Audley Way
We believe the best trips are those that reflect our client's unique way of seeing the world. For over 30 years, we've been crafting personalised journeys, allowing our clients to create a lifetime of unforgettable memories.
✨ See more about life at Audley Travel ✨
Role Highlights
- Lead a Global Helpdesk Function: Manage our UK-based Technology Support Analysts and our managed service Helpdesk team in the US, ensuring exceptional service delivery across the business.
- Drive Service Excellence: Own Helpdesk performance, ensuring SLAs and KPIs are consistently achieved while identifying opportunities to improve processes, systems and user experience.
- Technical Leadership: Act as the escalation point for complex incidents and provide guidance on troubleshooting, IT operations and best practice support standards.
- Develop High-Performing Teams: Coach, mentor and support colleagues through regular feedback, performance reviews and development planning.
- Continuous Improvement: Evaluate and implement new tools, technologies and ways of working that enhance efficiency and customer satisfaction.
It Would be Great If
- You have proven leadership experience within a Helpdesk, Service Desk or IT Support environment.
- You possess strong technical troubleshooting and analytical skills and enjoy solving complex issues.
- You have experience supporting Windows devices, Microsoft 365, Active Directory, Group Policy and Intune.
- You understand networking fundamentals including TCP/IP, DNS, DHCP and VPN technologies.
- You have knowledge of ITIL principles and IT Service Management best practices.
- You are highly customer-focused with excellent communication and stakeholder management skills.
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What's In It For You
- 📍 This role is located in our Witney, Oxfordshire or Shepherd’s Bush, London office
- 💰 Circa £50,000 salary plus discretionary annual bonus
- ❤️ 🩹 Life insurance & Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
- ⭐ 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
- ⏰ Flexible hybrid work options – we ask our employees to join us for a minimum of 3 days a week in the office
- 👟 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
- ✨ Enhanced family leave & pension scheme
- ✈️ Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
- 🏅 Long service awards & sabbatical leave
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The Interview Process
Our interview process involves 4 main stages:
- One of our recruiters will review your application personally, and if successful we will invite to the initial conversation to discuss your experience, motivations and the opportunity.
- Microsoft Teams interview with the Hiring Manager, focusing on the technical aspects of the role, your leadership experience and approach to service delivery.
- Final face-to-face interview with key stakeholders from the Technology team.
- Outcome and final feedback. We also encourage you to provide us feedback, if you wish, to help us improve our recruitment process.
We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions before this please contact us on careers@audleytravel.com.
We believe it’s our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment and encourage you to let us know if there's anything we can do to make your application process easier for you for any reason to help you shine!
🎯 Ready to turn your travel passion into a career? Apply now to start your journey at Audley Travel!
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