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IT Helpdesk Manager
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 to 6pm)
Who Are We
Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small and 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
- 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, ensuring the team delivers high-quality service and support to our partners for their IT environments. This role demands:
- Strong technical expertise
- Client-facing professionalism
- The ability to lead and motivate a team
- Proficiency in managing priorities
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Key Responsibilities
- Reporting to: 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 to support the ongoing professional development of team members
- Champion a partner-centric approach to service delivery, ensuring customer satisfaction is prioritised in all interactions and empowering the team to exceed customer expectations
- Collaborate closely with partners to understand their business needs and goals, providing strategic guidance and recommendations to improve service experience
- Stay abreast of industry trends and emerging technologies, recommending enhancements and innovations beneficial to both partners and the team
- Provide excellent customer service through clear and professional communication with partners
- Maintain updated knowledge of industry trends, new technologies, and best practices through ongoing training
- Lead the team technically, ensuring correct resources are available for delivering world-class service
- Mentor Team Leaders to:
- Manage day-to-day operations effectively
- Deliver feedback and coaching
- Ensure ownership of partner queries for optimal service
- Set KPIs and metrics to monitor team performance, presenting results to Flotek Directors and Management Team
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What We’re Looking For
- A positive attitude with a "can-do" approach to everything
- A team player with strong leadership skills
- ICT background with experience in:
- Leading a team within an MSP
- Managing Microsoft Windows client operating systems
- Supporting M365 cloud products
- Solid customer service experience, including:
- Excellent verbal and written communication skills
- Technical expertise in:
- IT infrastructure
- Systems administration
- Proficiency in networking, security, and cloud technologies
- Advanced experience with:
- Microsoft 365
- Premise-based servers
- Virtualisation technologies
- SharePoint
- Azure
- Backup solutions and security firewalls
- Commercial awareness, including:
- Cost analysis skills
- Budget preparation
- Comfortable using CRMs and documentation solutions
- A naturally supportive leader
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