Company Details

Firmdale Hotels is an international award winning group comprising of 11 high end luxury hotels and 10 bars and restaurants in London and New York. We inspire our teams to love what they do and live and breathe our values‎. We believe that our people have the opportunity to grow and progress, whatever their role.

Role Overview

The IT Support Manager oversees the daily operations of the IT Support team, ensuring that IT support services are delivered efficiently and meet the needs of Firmdale Hotels. This role involves managing the team, improving Support processes, resolving escalated issues, and working with other IT departments to ensure seamless support for all users. The IT Support Manager will also focus on developing strategies to enhance end-user satisfaction, optimise ticket resolution, and maintain a high level of service.

Key Duties and Responsibilities

·       Manage, mentor, and provide leadership to the IT Support team, including hiring, training, and regular one to one team check-ins to optimise team performance.

·       Ensure proper staffing levels to meet the support demand, including shift scheduling and on-call support.

·       Foster a positive and collaborative team environment that focuses on excellent customer service.

·       Oversee daily operations of the IT support, ensuring timely and efficient response to IT service requests and incidents.

·       Monitor and manage the ticketing system to ensure issues are properly logged, prioritised, and resolved within set SLA’s (Service Level Agreements) laid out in the call logging procedure.

·       Proactively monitor network and systems monitoring tools.

·       Manage escalated incidents and provide advanced troubleshooting or support where necessary.

·       Collaborate and work closely with the IT Infrastructure Manager to resolve complex technical issues.

·       Complete daily IT briefings to ensure communication within the team.

·       Collaborate and receive handover of IT projects from the IT Project Coordinator.

·       Track and analyse incident trends to identify recurring issues and proactively implement preventative measures.

·       Ensure the Helpdesk provides consistent and timely support to our customers (end-users)

·       Develop and maintain a knowledge base of common issues and solutions to improve first-call resolution rates and ensure these are published on our ticket management system.

·       Develop and maintain Helpdesk procedures and policies, ensuring they are documented and adhered to.

·       Generate weekly reports on Helpdesk performance, service levels, and user satisfaction to management.

·       Implement continuous improvement initiatives to optimize service delivery and operational efficiency.

·       Ensure the Helpdesk tools, such as ticketing systems and remote support software, are updated and fully functional.

·       Address any user concerns or complaints regarding Helpdesk services in a timely and professional manner.

·       Compile daily reports on IT support activities, highlighting trends, issues, and areas for improvement for management review.

·       Log all tasks and jobs completed on ticket management system.

Values

·       Attention to detail: thorough, accurate and focused when accomplishing tasks

·       Resilience: adopts a solutions oriented approach to problems/difficult situations

·       Passion: determined to make an impact with a focus on creating a happy and engaged team

·       Enthusiasm: shows a keen interest in supporting Firmdale Hotels, adopting a can-do attitude

·       Relationships: builds and maintains effective relationships with team members at all levels

·       Versatile: adaptable and ready to take on new challenges.

What We Offer:

• Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Referral bonus scheme for recommending top talent
• 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 and professional development opportunities
• 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:

• Proud winners of The Times Best Places to Work for both 2024 and 2025
• The Kings Award for Enterprise 2024 for outstanding contribution to International Trade
• Manager of the Year – Helle Jensen – Cateys 2024
• Food & Beverage Manager of the Year  - Pedro Paulo - Hotel Cateys 2024
• Hotel Chef of the Year Finalist - Jamie Atkinson - Hotel Cateys 2024
• Haymarket Hotel & The Soho Hotel – One AA Rosette for Culinary Excellence and AA Breakfast Award 2025
• Covent Garden Hotel – One AA Rosette for Culinary Excellence 2025
• Dorset Square Hotel – AA Breakfast Award 2025
• Ham Yard Hotel, Covent Garden Hotel and Haymarket Hotel – Two Michelin Keys 2024
• Charlotte Street Hotel, The Soho Hotel, Knightsbridge Hotel and Number Sixteen Hotel – One Michelin Key 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
• 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 are passionate about hospitality and delivering exceptional guest experiences, we would love to hear from you. Join Firmdale Hotels and be part of something extraordinary.

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.

Company Details

Firmdale Hotels is an international award winning group comprising of 11 high end luxury hotels and 10 bars and restaurants in London and New York. We inspire our teams to love what they do and live and breathe our values‎. We believe that our people have the opportunity to grow and progress, whatever their role.

Role Overview

The IT Support Manager oversees the daily operations of the IT Support team, ensuring that IT support services are delivered efficiently and meet the needs of Firmdale Hotels. This role involves managing the team, improving Support processes, resolving escalated issues, and working with other IT departments to ensure seamless support for all users. The IT Support Manager will also focus on developing strategies to enhance end-user satisfaction, optimise ticket resolution, and maintain a high level of service.

Key Duties and Responsibilities

·       Manage, mentor, and provide leadership to the IT Support team, including hiring, training, and regular one to one team check-ins to optimise team performance.

·       Ensure proper staffing levels to meet the support demand, including shift scheduling and on-call support.

·       Foster a positive and collaborative team environment that focuses on excellent customer service.

·       Oversee daily operations of the IT support, ensuring timely and efficient response to IT service requests and incidents.

·       Monitor and manage the ticketing system to ensure issues are properly logged, prioritised, and resolved within set SLA’s (Service Level Agreements) laid out in the call logging procedure.

·       Proactively monitor network and systems monitoring tools.

·       Manage escalated incidents and provide advanced troubleshooting or support where necessary.

·       Collaborate and work closely with the IT Infrastructure Manager to resolve complex technical issues.

·       Complete daily IT briefings to ensure communication within the team.

·       Collaborate and receive handover of IT projects from the IT Project Coordinator.

·       Track and analyse incident trends to identify recurring issues and proactively implement preventative measures.

·       Ensure the Helpdesk provides consistent and timely support to our customers (end-users)

·       Develop and maintain a knowledge base of common issues and solutions to improve first-call resolution rates and ensure these are published on our ticket management system.

·       Develop and maintain Helpdesk procedures and policies, ensuring they are documented and adhered to.

·       Generate weekly reports on Helpdesk performance, service levels, and user satisfaction to management.

·       Implement continuous improvement initiatives to optimize service delivery and operational efficiency.

·       Ensure the Helpdesk tools, such as ticketing systems and remote support software, are updated and fully functional.

·       Address any user concerns or complaints regarding Helpdesk services in a timely and professional manner.

·       Compile daily reports on IT support activities, highlighting trends, issues, and areas for improvement for management review.

·       Log all tasks and jobs completed on ticket management system.

Values

·       Attention to detail: thorough, accurate and focused when accomplishing tasks

·       Resilience: adopts a solutions oriented approach to problems/difficult situations

·       Passion: determined to make an impact with a focus on creating a happy and engaged team

·       Enthusiasm: shows a keen interest in supporting Firmdale Hotels, adopting a can-do attitude

·       Relationships: builds and maintains effective relationships with team members at all levels

·       Versatile: adaptable and ready to take on new challenges.

What We Offer:

• Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Referral bonus scheme for recommending top talent
• 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 and professional development opportunities
• 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:

• Proud winners of The Times Best Places to Work for both 2024 and 2025
• The Kings Award for Enterprise 2024 for outstanding contribution to International Trade
• Manager of the Year – Helle Jensen – Cateys 2024
• Food & Beverage Manager of the Year  - Pedro Paulo - Hotel Cateys 2024
• Hotel Chef of the Year Finalist - Jamie Atkinson - Hotel Cateys 2024
• Haymarket Hotel & The Soho Hotel – One AA Rosette for Culinary Excellence and AA Breakfast Award 2025
• Covent Garden Hotel – One AA Rosette for Culinary Excellence 2025
• Dorset Square Hotel – AA Breakfast Award 2025
• Ham Yard Hotel, Covent Garden Hotel and Haymarket Hotel – Two Michelin Keys 2024
• Charlotte Street Hotel, The Soho Hotel, Knightsbridge Hotel and Number Sixteen Hotel – One Michelin Key 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
• 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 are passionate about hospitality and delivering exceptional guest experiences, we would love to hear from you. Join Firmdale Hotels and be part of something extraordinary.

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.