Head of Desktop Support (EUC)
TUI Group
Northern Region
15h ago

At A Glance

Do you want to work for the best loved holiday company? Do you have a passion for Leadership and Change?

TUI Technology are currently going through a large Digital Transformation programme and with this comes HUGE growth for the Technology arm of the business.

Due to continued success and growth of the department we are now looking to recruit a Head of Desktop Support to be responsible for the development and provision of our End User technology.

As the Head of Desktop Support for TUI’s Northern Region, you will have accountable for the delivery of all end user Technology services to colleagues across the six markets, UK, Ireland, Sweden, Denmark, Finland and Norway that comprise Northern Region.

We are looking for an experienced senior leader to join the Technology leadership team with the technical expertise to really make a difference to the working environment / tools for our colleagues.

You will have experience of working and delivering in a fast paced, commercial environment making quick decisions and delivering change and service across international boundaries.

You will be comfortable with and excited by working at the cutting edge of travel and technology.

What You Will Be Doing

  • Technology You will be accountable for the provision of End User Technology services to all geographies across Northern Region.
  • In addition to this, you will also provide O365 support, VIP support, end user support and services, client and end user device management, mobile device management, BYOD and associated support systems and technologies.

  • Change You will change the experience for colleagues across Northern Region through the delivery and ongoing support for projects that improve the colleague experience.
  • Service Delivery - You will have experience in internal and external customer service interaction, negotiation with and management of third party suppliers, contract management and contribution to the development and improvement of service standards and processes.
  • Financial Management The role has Direct Line Management of +£11m OPEX as well as Management of the Team budget including budgeting, control and actively pursuing best value for TUI, working with the Commercial Team where required to ensure best quality service for the best value.
  • Colleague Engagement - Responsibility adherence to HR policies, principals and processes goes without saying, but you will add to this a passion and enthusiasm in the way you inspire your team and colleagues that leads to outstanding engagement and development.
  • Leadership TUI puts great store in leadership and this role will be in involved in leadership of the Colleague Support function and an active participant of the Colleague and Connectivity Management Team.
  • What We Are Looking For

  • Substantial experience in service operations in ideally in enterprise organisations including service change.
  • Knowledge and extensive experience of end user computing policies, procedures, tools, technologies and issues based around the traditional Microsoft estate and Office 365 (including Exchange, Skype for Business, AD, etc).
  • Exposure to include mobile devices (mobile telephony, tablet computing) and Mobile Device Management technologies including BYOD principles

  • Knowledge and extensive experience of helpdesk services and desktop technologies (including integrated toolsets) with a specific specialism in providing technical support (first to third level) in an end user computing environment including an extensive retail estate
  • Demonstrable ability to lead and motivate IT staff, leading by example to encourage, mentor and develop staff to get the absolute best levels of staff performance and motivation.
  • Excellent verbal and written communications skills, able to effectively communicate at all levels delivering difficult messages in a clear, concise and professional manner.
  • Proven ability to influence and negotiate at all levels across Technology, suppliers and the business community under difficult circumstances.
  • Excellent commercial acumen and proven track record in managing Technology budgets and outsourced contracts with a demonstrable ability to challenge third parties to produce and deliver improvement plans with positive outcomes
  • Understands customer needs with a proven ability to gain, build and maintain stakeholder trust.
  • Proven experience of diligent crisis management in the event of major issues.
  • Working Within TUI Group

    Be Yourself Be Unique! TUI’s more than a brand, it’s who we are. T rusted U nique I nspiring.

    We’re the leading tourism business with diverse customers and over 67,000 employees. Together, we embrace different continents and cultures.

    We believe travel broadens the mind. Just like our customers, we’re on a journey, of development towards a more digital, connected and integrated future.

    But we haven’t arrived there yet. We believe that differences drive innovation and we’re encouraging an environment where diverse talent thrives.

    Inclusion is fundamental to everything that we achieve and it’s our unique colleagues that will shape the future of travel.

    The TUI Group includes our unique hotel portfolio, our cruise ships, our own aircraft, tour operators, travel agencies. TUI is the UK’s largest tour operator with key brands including TUI, First Choice, Marella Cruises and Crystal Ski Holidays.

    Our airline is the country's third largest with 62 aircraft operating to over 88 destinations in 30 countries. We have a team of more than 10,000 employees serving over 5.

    5 million customers each year.

    Join us now and you can look forward to a competitive salary, pension scheme and further benefits such as generous holiday discounts, excellent rates with foreign exchange and discounts with retailers.

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