End User Service Manager

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".

lastminute.com is part of lm group, publicly traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.

Job Description

End User Support Manager is responsible for providing a high level customer experience. Manages teams and resources in all lm locations (7 countries). Ensures efficient use of the available resources and strives for continuous improvement of the operations:

  • Manages the teams of technicians who provide first level support in all IT related matters  e.g. IT equipment and infrastructure, software licenses;

  • Participates in hiring and ensures high level performance of the team through continuous coaching and feedback;

  • Sets goals and evaluates the performance of the team members, makes recommendations on the growth of the team.

  • Manages End User Support budget for all lines of the operations: equipment, services.    

  • Defines and maintains operational processes, defines and monitors related KPIs;

  • Ensures smooth introductions, release, execution and update of procedures, processes and initiatives;

  • Leads transformational projects (e.g. Replacement of pcs at the company level) and actively participate in all projects EUS is involved in (e.g. introduction of single sign on)

  • Identifies and puts in place solutions that creates advantages from economic (vendors synergies) and organization point of view 

  • Manages all vendors providing services to EUS;

  • Ensures high quality and time effective service for the internal stakeholders;

  • Ensures timely availability of the equipment and licenses in all locations;

  • Acts as an escalation point for all EUS matters.  

 Skills and Experience

  • Proven management experience with international exposure.

  • Experience in structure and semi-structured companies.

  • Strong technical background and understanding of software development lifecycle and IT infrastructures

  • Experience in definition of processes, KPIs, monitoring.

  • Budget management

  • Project management

  • Management of vendors

  • Great organizational and analytical skills.

  • Proactivity and to collaboration with stakeholders at all levels.

  • Fluency in English