IT Helpdesk Manager

Job Title: IT Helpdesk Manager

Location: Swansea Office

Salary: £30-40K Dependent on Experience

Job Type: Full time permanent

About Flotek:

Flotek Group are the fastest growing Tech Company in the South West providing IT and Comms technology to small & medium businesses

With regional sales and support locations across the South West, our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.

About the Role:

We are looking for an enthusiastic IT Helpdesk Manager to join our dynamic management team.

You will be responsible for running the IT helpdesk and assisting with and being the escalation point for all types of technical queries on all IT related products such as exchange, 365, azure, workstations, servers, domain controllers, hyper v, terminal servers, anti-virus, cyber security and more.

In order to be suitable for this position you must have proven experience of working within a Windows environment supporting Office 365, Teams, Active Directory, Azure AD, SharePoint and Windows Sever.

Job Responsibilities:

• Hands-on technical troubleshooting and resolution of incidents and change
• Allocation of resources and work across all helpdesk related functions
• Documentation of standard operating procedures and knowledgebase articles
• Continuous development of the PSA and CRM tools to maximise efficiency
• Ensure alignment of the company technology roadmaps
• Review skills and expertise training matrix across the team ensuring all product offerings are fully covered at all times
• Maintain, manage and monitor KPI’s across individuals and the team
• Provide monthly management / board reports on Helpdesk activity including agreed
• Conduct monthly staff 1-2-1’s and personal development reviews
• Be a point of escalation for the team and customers
• Drive customer satisfaction surveys and positive feedback scores
• Maintain user, business and network security on all systems
• Answering the phone to inbound calls from customers who require technical help
• Troubleshoot and resolve software and hardware issues remotely over the phone
• Investigating and monitoring all related IT, network, workstation, laptop and application performance issues
• Ensuring customer faults and incidents are resolved within SLA’s
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Ensuring all open cases are updated with relevant information and customers are regularly updated
• Responsible for giving a first-class service at all times

Job Experience Required:

• A positive attitude with a can do approach to everything!
• Excellent communication skills
• Great telephone manner
• A team player
• Previous experience in an IT Service Desk management or leadership
• Strong knowledge of using and supporting Microsoft Windows 10 client operating systems in conjunction with M365 cloud products.
• Experience in creating and maintaining Microsoft Azure/Active Directory user accounts and security
• Experience with Sharepoint migration and
• Experienced at building and maintaining end-user computer
• Experience in using IT Service Management
• Be user-focused and understand and identify user
• Be commercially aware, including cost analysis and budget
• Knowledge of Cyber Security
• An understanding of network technologies (LAN, WAN, Wi-Fi).
• Excellent organisational skills and the ability to prioritise work
• Excellent external client liaison skills,
• Ability to prioritise personal
• Full UK Driving Licence

Renumeration and Benefits:

• Basic Salary of £30-40K Dependent on Experience
• Management Share Equity Scheme
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
• Company Events

Please click on the APPLY button to send your CV for this role.

Candidates with the relevant experience or job titles of: IT Service Delivery Manager, Senior Service Delivery Coordinator, IT Support Manager, IT Quality Manager, Senior IT Support Engineer, ERP, Project Manager, IT Project Management, Project Coordinator, IT Project Coordinator, Service Delivery Manager, , Experienced IT Support Engineer, IT Consultant, IT Operations Manager, IT Systems Support, IT Technician, Information Technology, 3rd Line Support Engineer, IT Services Manager, IT Infrastructure Manager, Technical Service Manager, IT Manager may also be considered for this role.