IT Helpdesk Manager

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. This role demands strong technical expertise, client-facing professionalism, the ability to lead and motivate a team, and the ability to manage competing priorities effectively.

• 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.

• 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.

• 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.

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.