IT Support Manager - 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.
  
  Proven experience managing IT support teams in a fast-paced environment.
• Exceptional leadership, mentoring, and communication skills.
• Strong technical expertise and hands-on experience in troubleshooting complex IT issues.
• Solid understanding of ITIL frameworks and service management principles.
• Ability to analyse data to identify trends and implement proactive solutions.
• Familiarity with ticketing systems and remote support tools.
• A proactive, customer-focused mind-set with a commitment to excellence.
  
  Love what you do!
Firmdale Hotels is an international award winning group comprising of 10 luxury hotels and 8 bars and restaurants in London and New York, offering exclusive training programmes and incredible career development. We are committed to deliver a great place to work, where excellent perks and benefits are offered, success is recognised and rewarded, long service is celebrated and everyone is involved in weekly, monthly and quarterly staff events Firmdale Hotels embraces the unique qualities of each team member and encourages individuality - it starts with the person, not their CV. The company offers a warm environment, treating both employees and guests with respect and inclusivity. We inspire our teams to love what they do and live the Firmdale values : attention to detail, resilience, passion, enthusiasm and the importance of relationships with one another and with our guests. Firmdale Hotels, which won the Caterer's Best Employer Award at the 2020 and 2017 Cateys, has won several awards in recognition of its investment in people, including Best Candidate Experience and Excellence in Employee Engagement, as well as the Chef Development Strategy Award at the Springboard Awards for Excellence 2017 Why work for Firmdale? We are committed to creating safe spaces to work, with our employees receiving support with lateral flow testing and the Covid 19 Vaccine. There is also a real focus on employee wellbeing, with activities and support available to all of our employees. Here at Firmdale, you have the opportunity to have your say, with employee led committees allowing you generate ideas and really make a difference. Wait, there's more! Quarterly team events, volunteering and regular Manager catch-ups. What makes Firmdale a great place to work?


• Competitive salary depending on experience and discussed at venue.
• Access to Wagestream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching.
• Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid 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 winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned 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 name a few of our recent awards and accolades:
• Times Best Places to Work 2024
• The Kings Award for Enterprise 2024 for outstanding contribution to International Trade
• Manager of the Year - Helle Jensen - Cateys 2024
• Hotel Chef of the Year Finalist - Jamie Atkinson - Hotel Cateys 2024
• Food & Beverage Manager of the Year Finalist - Pedro Paulo - Hotel Cateys 2024
• Ham Yard Hotel - two AA Rosettes for Culinary Excellence, Ham Yard Bar & Restaurant, 2024 as well as an AA Breakfast Award
• Dorset Square Hotel - One AA Rosette for Culinary Excellence, The Potting Shed, 2024
• Warren Street Hotel - Travel & Leisure 'IT List' best hotels in the world
• Whitby Hotel, Crosby Street and Warren Street - Michelin keys
• The Soho Hotel and Ham Yard - Conde Nast Traveller 2023 Top Hotels in London.
• 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're passionate about leading IT support services to new heights and thrive in a dynamic, luxury hospitality setting, we'd love to hear from you! In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage., Competitive salary 28 days paid holiday (including bank holidays) increasing with length of service Companywide and departmental incentives, including a generous refer a friend bonus Firmdale Experience and Long Service vouchers (Afternoon Tea, dinner for two, Film Club and an overnight stay) We have created safe spaces to work and support our employees with regular lateral flow testing and time off to receive the COVID-19 Vaccine Employee led committees allowing you to have your say, generate ideas and make a difference Social events and team activities (bowling, quiz nights, netball teams and more) Award-winning training opportunities (Apprenticeships, WSET, supplier visits and Master Classes to name a few) Wellbeing activities and support available to all staff members Perkbox - An employee platform offering a huge variety of discounts and our reward and recognition programme Wagestream - An employee app to stream your wages before payday Cycle to Work scheme Discount at Design Hotels worldwide Discounted dry cleaning Uniform and meals provided