IT Service Manager

Job Title: IT Service Manager

Location: Bridgend, South Wales

Salary: £35,000 – £40,000 Per Annum

Job Type: Full time, Permanent

Working Hours: Monday to Friday – 9am to 5.30pm (Flexible hours between 8am – 6pm)

About Flotek:

Flotek Group is a fast-growing Tech Company providing IT and Comms technology to small & medium businesses across the UK.

With 8 regional offices, we support our customers both remotely and onsite through our service desk. As a cloud-focused IT business, we are always striving to be innovative. Our ambitious growth is driven by our crucial values and fundamental rules, ensuring every product and service is delivered with expertise, passion, and heart. We are deeply committed to delivering the best customer service.

About the Role:

We are looking for an enthusiastic customer focused IT Service Manager to join our dynamic management team.

You will be responsible for the smooth operation of the IT helpdesk and be one of the escalation contacts for all types of IT based technical queries on related products such as Microsoft 365, Microsoft Azure, workstations, servers, domain controllers, hyper v, terminal servers, cyber security and more.

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

Job Responsibilities:

• Hands-on technical troubleshooting, resolution of incidents and change requests.
• Allocation of resources and work across all IT 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 KPIs.
• 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 world-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 with Strong leadership skills
• Previous experience in an IT Service Desk management or leadership role.
• Strong knowledge of using and supporting Microsoft Windows client operating systems in conjunction with M365 cloud products.
• Experience in creating and maintaining Microsoft Entra/Active Directory user accounts and security groups.
• Experience with Sharepoint migration and management.
• Experienced at building and maintaining end-user computer systems.
• Experience in using IT Service Management software.
• Be user-focused and understand and identify user needs.
• Be commercially aware, including cost analysis and budget preparation.
• Knowledge of Cyber Security technologies.
• An understanding of network technologies (LAN, WAN, Wi-Fi).
• Excellent organisational skills and the ability to prioritise work effectively.
• Excellent external client liaison skills,
• Ability to prioritise personal and team workload.
• Full UK Driving Licence

Renumeration and Benefits:

• Basic Salary of £35,000-£40,000
• Senior Staff Share Equity Scheme
• New customer referral incentive
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)

Please Note:

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 on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; IT Service Manager, IT Manager, IT Team Leader, Service Desk Manager, Senior Support Engineer, IT Operations Manager, IT Services Manager, IT Director, Business IT Service Manager, IT Support Engineer, Technical Team Leader, Technical Project Lead, Technical Service Manager, Director of IT Services, IT Technical Manager may also be considered for this role.