Help Desk Manager

• Oversee the helpdesk ticketing system, ensuring SLAs and KPIs are met.
• Monitor and report on helpdesk performance metrics and trends.
• Ensure consistent documentation of incidents, resolutions, and procedures.
• Act as an escalation point for complex or high-priority issues.
• Champion a customer-centric approach within the team, ensuring high levels of customer service are maintained and users are treated as customers
• Identify opportunities to streamline support processes and improve efficiency.
• Implement best practices and standards for IT support
• Evaluate and recommend helpdesk tools and technologies.
• Ensure systems are secure, up-to-date, and compliant with company policies.
• Responsible for the productivity and efficiency of the team through consistent management of performance, regular feedback and coaching.
• Conduct 1-2-1s and quarterly performance reviews with individual team members to provide support and identify development/training needs.
• Set and review objectives for team and create development plans.

We value our people's wellbeing and understand the importance of flexibility. That's why we offer hybrid working, with the opportunity to split your time between one of our offices and working remotely from anywhere in the UK. We ask that employees are office-based for a minimum of 3 days per week.

You are an experienced Helpdesk or IT Support leader with a proven track record of managing high performing teams in a fast paced environment. With a strong technical foundation, you bring advanced analytical and troubleshooting skills that enable you to confidently resolve complex IT issues and guide others in doing the same.

Additional experience required:

• Proven track record in a leadership role within a helpdesk or IT support environment.
• Strong technical foundation with advanced analytical and troubleshooting capabilities for resolving complex IT issues.
• In-depth knowledge of Windows desktop, laptop and mobile device support.
• Proficient in Active Directory, Group Policy, Office 365, Intune and remote support tools.
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP and VPN technologies.
• Strong grasp of ITIL principles and IT service management frameworks.
• Excellent communication, interpersonal and problem-solving skills.
• Exposure to Microsoft Azure and cloud-based services is advantageous.
• Highly customer-focused, with strong listening and information-gathering abilities.
• Good understanding of Office 365 including MS Word, Excel, SharePoint and Outlook

Pulled from the full job description

• Employee discount
• Life insurance
• Employee assistance programme
• Company pension
• Private medical insurance, Alongside competitive salaries and benefits that support your well-being, you'll find a role that inspires you, challenges you, and connects you to something bigger. If you're passionate about travel and seeking a career that excites, rewards, and grows with you, Audley Travel is where your journey begins.

There's more:

• Discretionary annual bonus plan
• Holiday - 25 days rising to 30 days with length of service
• A day off for your birthday
• A day off for volunteering to support a charity, local support group or community work of your choice
• Private Medical Insurance
• Access to Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
• Enhanced family leave & pension scheme
• Life insurance
• Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
• Wellhub - a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
• Benefits Platform - a reward scheme that gives you discounts and cashback with hundreds of retailers

For over 30 years, we've been crafting tailor-made travel experiences that reflect each client's unique perspective of the world, helping them create truly unforgettable memories. Behind every exceptional trip is a team of passionate experts, and this is your opportunity to be part of it. When you join Audley Travel, you become part of a supportive, collaborative community that's invested in your success. We empower our people to thrive through meaningful development opportunities, a culture that celebrates individuality, and an environment where your ideas are heard, valued, and make a real impact. See more about life at Audley Travel! The Opportunity In this role, you will lead our Helpdesk operations, overseeing day-to-day service delivery and ensuring timely resolution of technical issues. You will manage a team of Technology Support Analysts in the UK, as well as our managed service Helpdesk team in the US. You'll be responsible for meeting service level targets, analysing performance data to drive improvements, and fostering a high performing, customer focused support environment., If you're interested in this opportunity, we'd love to hear from you. Click apply and start your journey with us at Audley Travel! We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.