Audley Travel is a travel solutions provider that fosters a dynamic and rewarding environment for its team.
What you’ll be doing
In this role, you will lead our Helpdesk operations, overseeing day-to-day service delivery and ensuring timely resolution of technical issues. You will manage a team of Technology Support Analysts in the UK, as well as our managed service Helpdesk team in the US. You’ll be responsible for meeting service level targets, analysing performance data to drive improvements, and fostering a high‑performing, customer‑focused support environment.
Circa £50,000.
Key responsibilities
- Oversee the helpdesk ticketing system, ensuring SLAs and KPIs are met.
- Monitor and report on helpdesk performance metrics and trends.
- Ensure consistent documentation of incidents, resolutions, and procedures.
- Act as an escalation point for complex or high‑priority issues.
- Champion a customer‑centric approach within the team, ensuring high levels of customer service are maintained and users are treated as customers.
- Identify opportunities to streamline support processes and improve efficiency.
- Implement best practices and standards for IT support.
- Evaluate and recommend helpdesk tools and technologies.
- Ensure systems are secure, up‑to‑date, and compliant with company policies.
- Responsible for the productivity and efficiency of the team through consistent management of performance, regular feedback and coaching.
- Conduct 1‑2‑1s and quarterly performance reviews with individual team members to provide support and identify development/training needs.
- Set and review objectives for the team and create development plans.
About you
You are an experienced Helpdesk or IT Support leader with a proven track record of managing high‑performing teams in a fast‑paced environment. With a strong technical foundation, you bring advanced analytical and troubleshooting skills that enable you to confidently resolve complex IT issues and guide others in doing the same.
Other key experience needed
- Proven track record in a leadership role within a helpdesk or IT support environment.
- Strong technical foundation with advanced analytical and troubleshooting capabilities for resolving complex IT issues.
- In‑depth knowledge of Windows desktop, laptop and mobile device support.
- Proficient in Active Directory, Group Policy, Office 365, Intune and remote support tools.
- Solid understanding of networking concepts including TCP/IP, DNS, DHCP and VPN technologies.
- Strong grasp of ITIL principles and IT service management frameworks.
- Excellent communication, interpersonal and problem‑solving skills.
- Exposure to Microsoft Azure and cloud‑based services is advantageous.
- Highly customer‑focused, with strong listening and information‑gathering abilities.
- Good understanding of Office 365 including MS Word, Excel, SharePoint and Outlook.
Benefits
We are committed to our employees’ quality of life and provide a hybrid working model. Employees are required to be office‑based for a minimum of 3 days per week, with the flexibility to work remotely from home or elsewhere in the UK.
- Discretionary annual bonus plan
- Holiday – 25 days rising to 30 days with length of service
- A day off for your birthday
- A day off for volunteering to support a charity, local support group or community work of your choice
- Private Medical Insurance and access to Healthshield health cash plan – money back for everyday healthcare costs (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
- Enhanced family leave
- Enhanced pension scheme
- Life insurance
- Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
- Wellhub – a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
- Benefits Platform – a reward scheme that gives you discounts and cashback with hundreds of retailers
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