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IT EUC Support Lead
Travelodge Support Office Thame

Position:
IT jobs
Pay:
competitive plus excellent benefits
Job Description
  Our mission

Travelodge’s mission is to be the UK’s favourite hotel for value.

With more than a million visits every week to our website and more than eighteen million customers a year, the use of technology is critical to both our customer offer and our low-cost operations.

The mission within IT is to ensuring innovative technology drives the business forward, through the development of the company’s customer-facing and internal technology applications.

The job in a nutshell


Are you passion about end user technologies and customer service? Do you want to work for a business that takes very seriously the role of providing stable, secure and innovative technology solutions to our end users? Can you lead, organise and inspire colleagues to deliver a consistently awesome desktop support experience? If yes, then we may have the role for you!


As EUC Support Lead, you will be responsible for the creation and support of an awesome IT end user compute experience for colleagues across Travelodge. Your primary responsibility will be to shape and manage the delivery of end user compute (EUC) support, including the desktop environment, mobiles/tablets, peripherals and AV equipment, supporting over over 2500 users across head office and our 550 hotels.


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If you’re proactive, very well organised and innovative with strong leadership skills and a passion for transforming end user technologies and delivering great service then this is the ideal role for you.


What you’ll be doing


  • Leading the EUC support team activities on a day to day operational basis, providing an awesome, responsive and consistent support service to customers at all times.

  • Identifying, proposing and leading EUC service improvement initiatives according to an agreed plan.

  • Working closely with the Infrastructure, Applications, Service Management and Security teams to ensure there is a coordinated approach to EUC support.

  • Overseeing and managing the EUC support queue ensuring all tickets are resolved/fulfilled within SLA and customer satisfaction targets and other KPIs are achieved.

  • Coordinating and overseeing EUC related change management activities, ensuring the change management process is adhered to at all times and maintaining a forward schedule of change for all EUC services.

  • Ensuring a holistic set of standard operating procedures and wikis are actively maintained and utilised for all in house and third party EUC support activities.

  • Managing the EUC support rota, ensuring appropriate staffing and skill levels are available to deliver support activities in line with defined schedules and service levels, and in accordance with agreed policies, processes and procedures.

  • Ensuring necessary skills and experience levels are maintained within the team, relevant to the services/technologies being supported and processes being used.

  • Managing, maintaining and continuously improving EUC provisioning and management tools.

  • Implementing thresholds and activity schedules to manage and monitor the procurement, configuration, installation, repair and disposal of all EUC equipment.

  • Owning and overseeing the provision, management and reporting of IT Hardware Asset Management ensuring the effective control of all EUC assets by both internal and third party engineering teams.

  • Contributing to the Travelodge EUC strategy, encompassing technology and hardware selection, delivery/support approach and vendor/supplier management.

  • Proactively managing the transition of new or updated EUC services/technologies into support, including appropriate staff training and development and supplier onboarding.

  • Working closely with various 3rd party suppliers, driving the resolution of incidents and fulfilment of requests, participating in regular service reviews.

  • Championing the adoption of ITIL best practice by the EUC team and working with the Service Management team to identify and implement improvements.

  • Providing periodic reporting and management information on EUC delivery initiatives and operational KPIs.


Budget & Staff Management Accountabilities

Line Management of IT EUC Engineers


What we’ll expect from you


To succeed in this role, you will be an experienced and well organised people manager with a solid understanding of EUC technologies with experience of both insourced and outsourced desktop delivery/support models.


You must be a team player, be passionate about ITIL best practice and know what it takes to build a team that consistently delivers an awesome IT service to internal customers. You will not be afraid to roll up your sleeves and get hands on when required, particularly in leading improvement initiatives.


The ideal candidate will be an experienced EUC/desktop support lead having held roles leading teams responsible for the day to day support and management of EUC/desktop environments.


The following skills and experience are essential for this role:

  • At least 3 years experience as an IT EUC/desktop support team lead with responsibility for end user computing in a fast paced, customer centric and multi-site business.

  • Strong vendor management experience having held roles where EUC services are delivered in a hybrid delivery model.

  • Hands on experience of EUC equipment and technologies with an excellent awareness of current technology trends and approaches.

  • Good understanding of EUC automation tools in the areas of equipment imaging/provisioning, starter/leaver processes and desktop management.

  • Strong interpersonal skills with an inherent ability to effectively communicate with and influence others upto a senior level.

  • High levels of energy, drive and resilience, with the flexibility to thrive in a fast-paced, dynamic environment.

  • Must be able to multitask and manage a large and varied workload and demonstrate high levels of self and team organisation.

  • Drive and determination to continuously improve customer satisfaction.

  • Minimum ITIL V3 Foundation certified and significant experience in ITIL aligned environments.

Travelodge Traits

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:


I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others


I pay attention to detail

  • I do the little things that make a difference to our customers

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own


I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge





What you can expect from us


Culture


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.


Reward and recognition


It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.


Career and development


We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


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