End User Support Manager
Hybrid
Manchester, United Kingdom
Full Time
31-03-2025
Job Specifications
We are awaze, the largest managed vacation rentals and holiday resorts business in Europe, which brings together some of the continent’s most trusted travel brands, including cottages.com, Hoseasons and NOVASOL.
With over 1.5 million bookings each year, we're proud to offer our guests a choice of over 100,000 properties in our portfolio, in 25 countries across Europe.
Position: End User Support Manager
We’re entering an exciting new phase of our tech and product strategy, with a focus on innovation, experimentation, and conversion at the heart of everything we do. Our mission is to elevate the web and mobile experience for our guests and owners, driving seamless journeys across all our group companies.
To achieve our goals, we’re looking to make some key hires—are you ready to be part of the transformation and help shape the future of the travel industry?
About the role
As the End User Support Manager, you will be responsible for leading a team (15+) comprising of service desk and end user engineers supporting around 2000 users across Europe, including both remote and office-based employees.
You’ll have the ability to build strong relationships with key business leaders and use insights and data to drive innovation and service improvements. Providing an appreciation of the regulatory landscape and the responsibility of the team and individually to ensure compliance with regulations like PCI and GDPR.
Travel domestically and internationally will be required.
Key Responsibilities
Set the strategy for the provisioning and lifecycle management of all end-user equipment and software.
Own, maintain, and develop the CMDB for all end-user assets to enable effective budget planning and lifecycle management.
Acts as a point of escalation for issues, able to use data and experience to define priorities, corrective action, and response.
Managing service and performance against KPIs, SLAs, and OLAs, including measures of internal customer satisfaction.
Responding to and supporting external software and other regulatory audits linked to controls and processes.
Managing and leading teams of 15+ preferably across multiple locations and geographies.
Managing vendors, including delivery performance and commercial negotiations.
What we’re looking for
A technical background in Azure with MS365, Windows OS, Autopilot, MAC OS, and AD/Entra and AAD (including provisioning).
Possesses a good understanding of endpoint security and measures to secure assets and data, including SSO/MFA, vulnerability management, email security, scanning, and pen testing.
Experience with managing a hybrid device estate including MACs, Windows, and Linux as well as approximately 600 Intune-managed portable devices.
Experience with Enterprise MDM, EPP, EDR, Patch management, and other tools from vendors like Microsoft, JAMF, CrowdStrike, ManageEngine, and Esentire to protect, monitor, and respond to incidents.
Familiar with Enterprise service delivery platforms such as ServiceNow, FreshService, or similar, with experience customizing and using reporting for insights.
Familiar with cloud computing concepts and technology and can implement strategies for their use to add value to and solve end-user requirements, e.g., Azure VDD and Amazon Workspaces.
Experience with Digital Experience tools such as 1E, Nexthink, and Riverbed Aternity is beneficial.
Equally as important as all the technical “stuff”, we’re looking for someone who is hungry to learn, irrespective of their seniority. We don’t believe in standing still (we work in travel, after all), but instead think that everyone should be learning, all the time. Whether it’s a new analytical tool, an industry event or a mentoring opportunity, we will support you to grow your skillset.
What will we offer you?
At Awaze, we’re building a world-class data science function at the heart of our growth and innovation strategy. You’ll have the opportunity to work on high-impact projects, shape the future of revenue & pricing, and be part of a forward-thinking, collaborative team.
We’ll also reward you with:
Annual Bonus Scheme
25 days holidays plus bank holidays
Holiday Discounts (18% discount across all AWAZE brands)
Pension contribution scheme
Private healthcare
Personal training allowance via Sunlight
35 hour working week
Hybrid working (we work 2 days in our Manchester office every week, with 3 days working from home)
Get in touch, we'd love to chat:
If you're interested in transforming the industry and reinventing how our technology powers everyday amazing holidays, please send your profile to jody.marks@awaze.com and let's chat today.
About the Company
Awaze is Europe's leading managed vacation rentals and holiday resort business. Home to specialist self catering brands cottages.com, Hoseasons and Novasol, the company provides everyday amazing holiday experiences to more than eight million guests each year, with over 110,000 places to stay across 36 countries. Know more
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