As IT Helpdesk Manager at 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.
Key Responsibilities
- Report to the 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 programmes to support the ongoing professional development of team members, ensuring they have the skills and knowledge required to excel in their roles.
- Champion a partner centric approach to service delivery, ensuring customer satisfaction is prioritised in all interactions and that the team is empowered to exceed partner expectations.
- Collaborate closely with partners to understand their business needs, providing strategic guidance and recommendations to improve the overall service experience.
- Stay abreast of industry trends and emerging technologies, making recommendations for service enhancements that benefit both partners and the team.
- Lead the team from a technical perspective, ensuring the correct resources are available to deliver world class service.
- Mentor Team Leaders to effectively manage day to day operations and deliver feedback and coaching.
- Coach Team Leaders to take ownership of partner queries and drive resolution.
- Set KPIs and metrics to monitor team performance and present these to Flotek Directors and Management.
What We Are Looking For
- A positive, can do attitude and a natural team player with strong leadership skills.
- ICT background within an MSP environment, with experience leading a team.
- Strong knowledge of Microsoft Windows client operating systems and M365 cloud products.
- Solid customer service experience with excellent verbal and written communication skills.
- Technical expertise across IT infrastructure and systems administration, including networking, security and cloud technologies.
- Advanced experience with Microsoft 365, on premise servers, virtualisation technologies, SharePoint, Azure, backup solutions and security firewalls.
- Commercially aware, including cost analysis and budget preparation.
- Comfortable using CRMs and documentation solutions.
- Ability to prioritise personal and team workload effectively.
- Full UK valid driving licence.
Benefits
- Senior EMI Share Equity Scheme - own a slice of the Purple Pie.
- Birthday day off.
- Additional day off for personal life milestones such as weddings, moving house, a child's first day at school or religious holidays.
- Give Back Day for supporting a charity of your choice.
- Perkbox discounts across gym memberships, shopping and more.
- Regular social events and team building opportunities.
- Opportunities for professional development and career progression.
- 24/7 Support Line - confidential helpline plus 5 free counselling sessions per team member.
- Family First - time off for your child's first school day and fun family events.
Please note: due to the nature of this role, we are unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.