EUC & Desktop Support Manager – Hertfordshire, HP2 4YL

EUC & Desktop Support Manager - Hertfordshire, HP2 4YL

EUC & Desktop Services Manager

Hemel Hempstead (Hybrid - 3 days per week in office)

Permanent | Full Time

Competitive salary + benefits

About the role

Are you a tech-savvy leader who thrives on keeping people productive? If so, we'd love to hear from you! Haven is looking for an experienced EUC & Desktop Services Manager to join our Technology team. This is a key leadership role responsible for the day-to-day management of our Desktop 2nd line team and the delivery of our End User Computing strategy across the business.

You'll take ownership of desktop operations, device lifecycle management, and EUC transformation projects - ensuring our teams have modern, secure, and efficient technology to excel in their roles. Working closely with stakeholders across engineering tribes, squads, and wider business functions, you'll drive service improvement, champion automation, and lead your team to deliver an outstanding employee technology experience.

This is a hands-on, high-impact role for a leader who can balance operational demands with strategic delivery, inspire their team, and bring a genuine passion for great service.

Your Opportunity

• Lead and develop the Desktop 2nd line team through regular 1-2-1s, PDPs, and team meetings
• Oversee daily desktop operations and service performance, including incident response and resolution targets
• Drive EUC strategy - evaluating new devices and technologies and delivering transformation projects
• Own device lifecycle management including selection, procurement, and hardware compliance
• Implement automation to improve the efficiency of building, deploying, and supporting desktop devices
• Act as a key escalation point for tickets and complex team issues
• Manage IT asset stock availability and data accuracy across the EUC estate
• Lead customer satisfaction initiatives including surveys and ticket spot checks
• Oversee onboarding of new IT services into support systems, service catalogue, and training trackers
• Contribute to multi-year EUC estate planning and cost optimisation

What we'd like you to bring

• Proven experience managing IT or desktop support teams, including performance development and mentoring
• Strong background in EUC operations or desktop support management
• Experience delivering EUC projects or device rollouts in a live environment
• Hands-on knowledge of Microsoft Intune, Autopilot, and modern device management platforms
• Understanding of device lifecycle management, compliance requirements, and security standards
• Excellent communication skills - able to translate technical concepts for varied audiences
• Strong organisational skills with the ability to balance operational and strategic demands
• Calm, empathetic leadership style with the ability to make decisions under pressure
• Microsoft qualifications and/or desktop technology certifications (desirable, not essential)
• Experience with Service Management or Product Management environments (advantageous)

Why Haven?

You'll be part of a forward-thinking, supportive community where ideas are valued, learning is encouraged, and the network you build will power memorable guest experiences for millions every year.

At Haven, we're one great team, united by our passion for creating amazing experiences for our guests and our people. You'll have access to training, mentoring, and opportunities to grow your career in a supportive, forward-thinking environment.

What's In It For You?

• 25 Days Holiday + Bank Holidays + Holiday Buy Scheme
• Annual bonus
• 20% discount on both Haven and Warner Hotels holiday for you, family and friends
• Comprehensive wellbeing support
• Enhanced family friendly policies and pay (eligibility criteria applied)

Who are we?

We're part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.

What's it like to work with us?

Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our…