IT Helpdesk Manager

Job Title:

IT Helpdesk Manager

Location:

Bridgend, South Wales

Salary:
Competitive

Job Type: Full-time, Permanent

Working Hours:

Monday to Friday - 9am to 5.30pm (flexible hours between 8am - 6pm)

Flotek Group is one of the fastest-growing tech companies in the UK, providing IT, cybersecurity and communications technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by values and principles. We deliver every product and service with expertise, passion, and heart.

As an IT Helpdesk Manager within Flotek, you will lead a team of IT Specialist Team Leaders and IT Specialist Engineers. You will be responsible for ensuring the team delivers high‑quality service and support to partners across our IT environments. The role demands strong technical expertise, client‑facing professionalism, the ability to lead and motivate a team, and manage priorities.

• Reporting to the Head of Service.
• Lead and inspire a team of IT professionals, fostering a collaborative and supportive work environment.
• Develop and implement training programs and initiatives to support professional development.
• Champion a partner‑centric approach to service delivery, prioritising customer satisfaction.
• Collaborate closely with partners to understand business needs and provide strategic guidance.
• Stay abreast of industry trends and emerging technologies, making recommendations for service enhancements.
• Provide excellent customer service by communicating effectively and professionally with partners.
• Lead the team from a technical perspective, ensuring the correct resources are available for world‑class service.
• Mentor Team Leaders to manage day‑to‑day operations, deliver feedback and coaching.
• Coach Team Leaders to take ownership of partner queries.
• Set KPI and metrics to monitor team performance and present to Flotek Directors and Management Team.

• Positive attitude with a “can‑do” approach.
• Strong leadership skills and a team‑player mindset.
• ICT background within an MSP with experience leading a team.
• Strong knowledge of Microsoft Windows client OS and M365 cloud products.
• Experience in customer service, with excellent verbal and written communication skills.
• Technical expertise in IT infrastructure and systems administration (networking, security, cloud).
• Advanced experience with Microsoft 365, on‑premises servers, virtualisation, SharePoint, Azure, backup solutions and security firewalls.
• Commercial awareness, including cost analysis and budget preparation.
• Comfortable using CRM systems and documentation solutions.
• Supportive leadership style.
• Ability to prioritise personal and team workload.
• Full UK valid driving licence.

• Salary dependent on experience.
• Senior EMI Share Equity Scheme.
• Day off for birthday and other life milestones.
• Give‑back day to support chosen charity.
• Savings on gym memberships, shopping and other discounts via Perkbox.
• Variety of social events & team‑building opportunities.
• Opportunities for professional development and career progression.

Applicants must already reside in the UK; sponsorship and relocation assistance are not available.