IT Helpdesk Manager

Job Title: Helpdesk Manager

Location: Pencoed, South Wales, UK (on-site)

Salary: £35,000 per annum

Job Type: Full time, Permanent

Working Hours: Monday to Friday - 09:00 to 17:30 (5 days per week, 8 hours per day during this times)

About Flotek:

Flotek Group are the fastest growing Tech Company providing IT and Comms technology to small & medium businesses.

We have regional sales and support locations across the UK. Our ambitious growth is focused on our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.

About the Role:

As a Helpdesk Manager, your role goes beyond technical troubleshooting-you are the driving force behind a customer-centric, high-performance support team, balancing both on-site and remote staff. Your leadership ensures seamless communication, exceptional service delivery, and continuous growth within the team of Advisors, Technicians and Team Leaders.

Key Responsibilities:

• Deliver Exceptional Customer Support: Set high service standards and ensure every interaction reflects professionalism, efficiency, and world-class service.
• Manage & Support Remote Team Members: Implement strategies to keep remote staff engaged, productive, and connected, fostering a strong team dynamic across locations.
• Develop & Motivate the Team: Recruit, train, and mentor both remote and in-office helpdesk employees, ensuring alignment in goals and support quality.
• Lead with Empathy & Excellence: Promote a culture of accountability, innovation, and personal growth across all support roles including Advisors, Technicians and Team Leaders.
• Enhance Customer Experience: Continuously refine support strategies to maintain fast resolutions and outstanding user satisfaction.
• Implement Best Practices & Technology: Leverage collaboration tools to streamline workflows, improve remote troubleshooting, and maintain efficiency across distributed teams.
• Act as an Escalation Point: Provide leadership when handling complex technical issues, ensuring prompt and effective resolution.
• Drive a Learning Culture: Facilitate workshops, certifications, and hands-on training for both remote and on-site staff, ensuring skill development and service consistency.

About you:

• Minimum of 5 Years Experience in managing a team
• Strong leadership and coaching abilities across on-site and remote teams.
• Expertise in IT and/or Telecoms support and helpdesk operations.
• Passion for delivering World-Class customer service.
• Ability to foster connectivity and collaboration among on-site and remote employees.
• Excellent problem-solving and communication skills

Renumeration and Benefits:

• Staff Share Equity Scheme
• Customer referral incentive
• Onsite Parking
• 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
• Perkbox offers and discounts

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: 1st Line Technical Support Manager, 1st Line Technical Support, IT Technician, IT Support Engineer, IT Service Engineer, 1st Line Support Engineer, 1st Line Support Technician, Technical Support, IT Manager, IT Systems Support, IT Customer Support Manager, may also be considered for this role.