Company Details

Firmdale Hotels is an international award winning group comprising of 11 high end luxury hotels and 10 bars and restaurants in London and New York. We inspire our teams to love what they do and live and breathe our values‎. We believe that our people have the opportunity to grow and progress, whatever their role.

Role Overview

The IT Support Manager oversees the daily operations of the IT Support team, ensuring that IT support services are delivered efficiently and meet the needs of Firmdale Hotels. This role involves managing the team, improving Support processes, resolving escalated issues, and working with other IT departments to ensure seamless support for all users. The IT Support Manager will also focus on developing strategies to enhance end-user satisfaction, optimise ticket resolution, and maintain a high level of service.

Key Duties and Responsibilities

· Manage, mentor, and provide leadership to the IT Support team, including hiring, training, and regular one to one team check-ins to optimise team performance.

· Ensure proper staffing levels to meet the support demand, including shift scheduling and on-call support.

· Foster a positive and collaborative team environment that focuses on excellent customer service.

· Oversee daily operations of the IT support, ensuring timely and efficient response to IT service requests and incidents.

· Monitor and manage the ticketing system to ensure issues are properly logged, prioritised, and resolved within set SLA’s (Service Level Agreements) laid out in the call logging procedure.

· Proactively monitor network and systems monitoring tools.

· Manage escalated incidents and provide advanced troubleshooting or support where necessary.

· Collaborate and work closely with the IT Infrastructure Manager to resolve complex technical issues.

· Complete daily IT briefings to ensure communication within the team.

· Collaborate and receive handover of IT projects from the IT Project Coordinator.

· Track and analyse incident trends to identify recurring issues and proactively implement preventative measures.

· Ensure the Helpdesk provides consistent and timely support to our customers (end-users)

· Develop and maintain a knowledge base of common issues and solutions to improve first-call resolution rates and ensure these are published on our ticket management system.

· Develop and maintain Helpdesk procedures and policies, ensuring they are documented and adhered to.

· Generate weekly reports on Helpdesk performance, service levels, and user satisfaction to management.

· Implement continuous improvement initiatives to optimize service delivery and operational efficiency.

· Ensure the Helpdesk tools, such as ticketing systems and remote support software, are updated and fully functional.

· Address any user concerns or complaints regarding Helpdesk services in a timely and professional manner.

· Compile daily reports on IT support activities, highlighting trends, issues, and areas for improvement for management review.

· Log all tasks and jobs completed on ticket management system.

Values

· Attention to detail: thorough, accurate and focused when accomplishing tasks

· Resilience: adopts a solutions oriented approach to problems/difficult situations

· Passion: determined to make an impact with a focus on creating a happy and engaged team

· Enthusiasm: shows a keen interest in supporting Firmdale Hotels, adopting a can-do attitude

· Relationships: builds and maintains effective relationships with team members at all levels

· Versatile: adaptable and ready to take on new challenges.

What We Offer:

Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)

Discounted cinema tickets, gym membership, travel, retailers and restaurants

Referral bonus scheme for recommending top talent

Dry cleaning service for work attire and discounted personal dry cleaning

Enhanced holiday allowance based on length of service

Season ticket loan for convenient commuting

Ongoing training and professional development opportunities

Regular social events, team activities, and fitness sessions

Benefits like cycle to work scheme and annual long service awards

One allocated paid day per year for volunteering work

Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks

And much more!