IT Support Manager

at  Firmdale Hotels IT

Firmdale Hotels is an award-winning group of 11 luxury hotels and 10 exquisite bars and restaurants in London and New York. We are committed to inspiring our teams to excel in their roles and grow professionally within our organisation. At Firmdale, we live and breathe our values, creating exceptional experiences for our guests and fostering a culture of growth and excellence for our employees.
We are seeking an experienced IT Support Manager to oversee the daily operations of our IT Support team. This is a pivotal role that ensures the delivery of efficient, high-quality IT support services across Firmdale Hotels. You will lead a team of dedicated professionals, refine IT support processes, resolve escalated technical issues, and collaborate closely with other IT departments to ensure seamless support for our users.

• Lead, manage, and mentor the IT Support team, including recruitment, training, and ongoing performance management.
• Oversee the Helpdesk operations, ensuring timely responses and resolutions to IT service requests in line with SLA standards.
• Foster a customer-focused, collaborative team culture.
• Manage escalated incidents, providing advanced troubleshooting and support.
• Proactively monitor systems to prevent and address technical issues.
• Collaborate with the IT Infrastructure and Project teams to ensure smooth handovers and resolution of complex technical matters.
• Develop and maintain a knowledge base for common issues and solutions to enhance first-call resolution rates.
• Track and analyse incident trends, implementing preventative measures where necessary.
• Ensure all IT support activities are accurately logged in the ticket management system.
• Generate regular performance and user satisfaction reports for management review.
• Implement continuous improvement initiatives to optimise service delivery and operational efficiency.