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 ensure innovative technology drives the business forward, through the development of the company’s customer-facing, cloud based and internal technology infrastructures.

The job in a nutshell


As IT EUC Support Lead in our IT Operations Team, you will be responsible for shaping and managing our EUC support experience on a day to day operational basis.


Your primary responsibility will be to manage and coordinate all EUC support activities, leading a small team of EUC Support Engineers to support and maintain end user devices, applications and tools for over 10,000 colleagues across our 580 Hotels, head office and field based teams. 


What you’ll be doing


  • Leading the EUC support team activities on a day to day operational basis, consistently providing a responsive and highly professional support service to customers at all times.

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

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

  • Managing and coordinating delivery of EUC recurring tasks, ensuring all scheduled tasks are completed according to the agreed schedule and to the required standard.

  • Getting technically ‘hands on’ on a regular basis, owning your own ticket queue, resolving incidents, fulfilling requests and executing other engineering activities as required.

  • Continuously supporting and developing the wider EUC support team, 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 a holistic set of standard operating procedures and wikis are actively maintained and utilised for all in house and third party EUC support activities.

  • 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.

  • Proactively managing the transition of new or updated EUC services/technologies into support in conjunction with the EUC Support Engineers and Service Management team, including appropriate staff training and supplier onboarding.

  • Performing detailed trend analysis and providing periodic reporting information on EUC performance and operational KPIs.

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

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



Budget & Staff Management Accountabilities

Line Management of IT EUC Support Engineers


What we’ll expect from you


To succeed in this role, you will be an experienced 1st or 2nd support team leader with a background in support/engineering and with an excellent understanding of modern EUC technologies, tools and support approaches.


You must be a team player and strong people manager who is passionate about ITIL best practice and know what it takes to build a team that consistently delivers a world class IT support service to internal customers. 


You must also have the capability to roll up your sleeves and get “hands on” on a regular basis, supporting the team with tickets and other activities whilst also leading service improvement activities.


Essential

  • Minimum 2 years experience line managing 1st or 2nd line support teams in a fast paced, customer centric and multi-site business.

  • Strong knowledge of EUC technologies and tools, such as Desktops/Laptops, Windows OS, SCCM/MEM/Intune, AD and Azure AD, Google Workspace, Mobiles/MDM, Print, VPN and VOIP.

  • Experience of working and integrating with an outsourced IT Service Desk.

  • Drive and determination to continuously improve SLAs and customer satisfaction.

  • Strong verbal and written communication skills, able to influence and manage internal and external resources to deliver the required results

  • Someone who “gets things done” with a willingness and ability to be absolutely hands-on across all stages of the support/service delivery lifecycle.

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

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


Desirable

  • Experienced leading IT support teams within retail/hospitality or similar.

  • Experience using and supporting EUC automation/orchestration tools in the areas of equipment imaging/provisioning, joiners/movers/leavers processing and desktop management.

  • ITIL foundation certified, V3 or V4.

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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