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.

Full time on-site position.

Key Responsibilities:

• 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.

What You Need:

• 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.

What We Offer:

• 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.

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.

Full time on-site position.

Key Responsibilities:

• 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.

What You Need:

• 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.

What We Offer:

• 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.