IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky. 

Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our colleagues, accelerate business performance, increase shareholder value, and protect our business through the innovative and agile use of technology and data. 

To harness our full potential across our customer, operational and colleague journeys, as well as our enabling domains, platforms and programmes, we are changing our ways of working and transitioning into a product-led organisation at scale. 

2nd Line Workplace Manager/ Team Lead, as part of Infrastructure & Operations, will lead the End-User Computing and Desktop Infrastructure services team for IAG GBS. They will partner closely with broader teams and suppliers across the organisation to support customer EUC needs

In this role, you will…

• Creation and managing of demand/growth forecasts, financial forecasts, and plans to ensure IAG GBS is supported by sufficient and functioning end-user devices including PCs, mobiles, printers, scanners, and other devices

. • Specification of resource requirements to BAU support activities

• To ensure that IAG GBS’s operational processes are supported by functioning end-user devices including PCs, printers, scanners, and other devices.

•To lead on delivery of approved business cases (projects) for device implementation as required • Manage Incident and Service Request escalations from other teams, liaising with third parties and the business to resolve issues where required

• Accountable for documenting & publishing EUC policies and standards including user policies, aligning with Cyber policies as required

• Accountable for security policies and that patches are applied across the estate, owning deployment tools and reporting

• Ensure customers have the right tools to operate efficiently and seamlessly, regardless of location • Budget management and cost ownership

• Build and maintain strong relationships with EUC vendors, monitor vendor performance and ensure adherence to service level agreements, help drive continuous improvement initiatives

• Collaborate with vendors to address issues and stay abreast of industry trends

• Ensure up-to-date documentation of EUC services, configurations, and procedures to facilitate knowledge sharing and team collaboration Skills

• Deep understanding of service value for customers and driving continuous service improvements.

• Initiates and manages change to help shape the future direction of IAG Tech and organisation.

• Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision

• Ability to work under pressure in a fast-paced, agile and changing environment

• Excellent interpersonal skills

• Excellent verbal and written communication skills with an ability to summarise and present to key stakeholders

 Qualifications & Experience

• Educated to degree level or equivalent experience

• Certifications in IT Service Management and/or EUC technologies

• Experience Managing EUC services in a complex enterprise environment

• Experience working with MSPs preferably offshore outsourcing partners

• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and best practices

• In-depth knowledge of deployment and device management tools, with the ability to interpret data and make data-driven decisions

• Excellent time management skills with the ability to multitask and manage priorities effectively

• Excellent communication and interpersonal skills

• Proven problem-solving abilities and the capacity to think critically under pressure

• Microsoft O365, Imaging software, packaging software, AV for Endpoint, Windows 10/11, iOS, macOS, Android, SCCM and remote access solutions, remote connectivity tools, GPO, laptop and mobile configuration

Key Stakeholders

External:

• Third-party strategic partners and key solution suppliers

Internal:

• IAG GBS IT Senior Leadership Team
• Senior managers/customers from across the business business areas
• IAG GBS IT colleagues

Qualifications & Experience

• Educated to degree level or equivalent experience

• Certifications in 2nd Line/ IT Service Management and/or EUC technologies

• Experience Managing EUC services in a complex enterprise environment

• Experience working with MSPs preferably offshore outsourcing partners

• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and best practices

• In-depth knowledge of deployment and device management tools, with the ability to interpret data and make data-driven decisions

• Excellent time management skills with the ability to multitask and manage priorities effectively

• Excellent communication and interpersonal skills

• Proven problem-solving abilities and the capacity to think critically under pressure

• Microsoft O365, Imaging software, packaging software, AV for Endpoint, Windows 10/11, iOS, macOS, Android, SCCM and remote access solutions, remote connectivity tools, GPO, laptop and mobile configuration