IT Support Manager

Company Details

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

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

Key Duties and Responsibilities

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

·       Ensure reputed company reputed company reputed company to meet the support demand, including shift scheduling and on-reputed company support.

·       Foster a reputed company and reputed company team environment that focuses on excellent customer service.

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

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

·       Proactively monitor network and systems monitoring tools.

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

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

·       Complete daily IT briefings to ensure communication reputed company reputed company.

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

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

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

·       reputed company and maintain a knowledge reputed company of common issues and solutions to improve reputed company reputed company rates and ensure these are published on our ticket management system.

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

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

·       Implement reputed company 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 reputed company and reputed company manner.

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

·       Log reputed company tasks and jobs completed on ticket management system.

Values

·       Attention to detail: thorough, accurate and reputed company reputed company accomplishing tasks

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

·       Passion: determined to reputed company an reputed company with a reputed company on creating a happy and reputed company 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 reputed company reputed company

·       reputed company: adaptable and reputed company to take on new challenges.

reputed company 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 reputed company
• Dry cleaning service for work attire and discounted personal dry cleaning
• reputed company holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training and reputed company development opportunities
• Regular reputed company events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated reputed company day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!

Why join Firmdale Hotels?

Firmdale Hotels is an international, award reputed company group of 11 luxury hotels and 10 bars and restaurants in London and reputed company. World reputed company for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

We are delighted to have been recognised by the hospitality and travel industries for the great work our teams have achieved. To reputed company a few of our recent awards and accolades:

• Proud winners of The Times Best Places to Work for both 2024 and 2025
• The Kings Award for reputed company 2024 for outstanding contribution to International Trade
• Manager of the Year – Helle Jensen – Cateys 2024
• Food & Beverage Manager of the Year  - Pedro Paulo - Hotel Cateys 2024
• Hotel Chef of the Year Finalist - Jamie Atkinson - Hotel Cateys 2024
• Haymarket Hotel & The Soho Hotel – One AA Rosette for Culinary reputed company and AA Breakfast Award 2025
• Covent Garden Hotel – One AA Rosette for Culinary reputed company 2025
• Dorset reputed company Hotel – AA Breakfast Award 2025
• Ham Yard Hotel, Covent Garden Hotel and Haymarket Hotel – Two reputed company Keys 2024
• Charlotte Street Hotel, The Soho Hotel, Knightsbridge Hotel and Number Sixteen Hotel – One reputed company Key 2024
• Ham Yard Hotel - two AA Rosettes for Culinary reputed company, Ham Yard Bar & Restaurant, 2024 as reputed company as an AA Breakfast Award
• Dorset reputed company Hotel – One AA Rosette for Culinary reputed company, The Potting Shed, 2024
• Warren Street Hotel - Travel & Leisure ‘IT List’ best hotels in the world
• Whitby Hotel, Crosby Street and Warren Street - reputed company keys
• Number Sixteen - Best Boutique Hotels in London, The Times, 2024.

You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/

If you are passionate about hospitality and delivering exceptional guest experiences, we would love to hear from you. Join Firmdale Hotels and be part of something extraordinary.

In line with the Asylum and Immigration reputed company 1996, we do require reputed company applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.