Help Desk Manager

About Audley Travel

Audley Travel has been crafting personalised journeys for more than 30 years, creating unforgettable memories tailored to each client’s unique way of seeing the world.

Responsibilities

• Lead a global Helpdesk function: manage UK‑based Technology Support Analysts and the managed‑service Helpdesk team in the US, ensuring exceptional service delivery across the business.
• Drive service excellence: own Helpdesk performance, ensuring SLAs and KPIs are consistently achieved while identifying opportunities to improve processes, systems and user experience.
• Provide technical leadership: act as the escalation point for complex incidents and offer guidance on troubleshooting, IT operations and best‑practice support standards.
• Develop high‑performing teams: coach, mentor and support colleagues through regular feedback, performance reviews and development planning.
• Implement continuous improvement: evaluate and adopt new tools, technologies and ways of working that enhance efficiency and customer satisfaction.

Qualifications

• Proven leadership experience in a Helpdesk, Service Desk or IT Support environment.
• Strong technical troubleshooting and analytical skills, with a passion for solving complex issues.
• Experience supporting Windows devices, Microsoft 365, Active Directory, Group Policy and Intune.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP and VPN technologies.
• Knowledge of ITIL principles and IT Service Management best practices.
• Highly customer‑focused with excellent communication and stakeholder‑management skills.

Benefits

• Location: Witney, Oxfordshire or Shepherd’s Bush, London.
• Life insurance and Healthshield health cash plan covering everyday healthcare costs.
• Holiday: 25 days rising to 30 days based on length of service.
• Day off for birthday.
• Day off for volunteering to support a charity, local support group or community work of your choice.
• Flexible hybrid work options – a minimum of 3 days a week in the office.
• Wellhub – wellbeing platform with discounted access to gyms, studios and wellness apps.
• Benefits Platform – rewards scheme offering discounts and cashback with a wide range of retailers.
• Enhanced family leave and pension scheme.
• Discounted Audley trips for you and your friends and family, with exclusive staff travel discounts.
• Long‑service awards and sabbatical.

Location

Witney, Oxfordshire or Shepherd’s Bush, London.

Contact

Questions? Email careers@audleytravel.com.

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