End User Support Lead

JNC Recruitment Limited; Greater London; On-site; GBP 60,000 - 85,000; Full time

Job summary

JNC Recruitment Limited in London is seeking an experienced End User Support Lead to manage a small team of EUC engineers supporting senior executives and key clients.

The role is office-based five days a week with some remote EUC support for European offices; you will drive incident resolution, ITSM tracking, and end-to-end ownership of workplace technology.

Qualifications

• 3+ years leading a small End User Support team.
• Hands-on EUC support experience required.
• Experience with Windows and macOS environments.
• Experience with ITSM tooling and ITIL processes.

Responsibilities

• Lead, coach and mentor End User Engineers, including one-to-ones.
• Ensure the team delivers excellent EUC support across incidents.
• Own end-to-end EUC support from engagement to resolution.
• Maintain accurate ITSM tracking and metrics.
• Support endpoint hardware and workplace technology readiness.
• Provide high standards of support to senior executives.
• Escalate unresolved issues to appropriate technical channels.

Skills

Team leadership

EUC support

Incident management

Executive support

Documentation

ITSM tooling

Tools

Windows

macOS

Job description

JNC are working closely with a growing organisation in London that is looking to bring on an experienced End User Support Lead on a permanent basis.

This is a technically hands on role where the post holder will lead a small team of End User Support Engineers that are responsible for supporting the organisations senior executives as well as various key clients across central London.

There will also be some remote support provided to their European offices.

This role requires the individual to be in the office 5 days a week.

Responsibilities:

• Leading, coaching and mentoring End User Engineers. Including One to Ones.
• Ensure the team is deliver excellent EUC support across incident requests.
• Ensure the team own end to end EUC support from start, user engagement to finish.
• Ensure there is accurate ITSM tracking.
• Ensure the teams Owns, supports and maintains endpoint, meeting room and workplace technology readiness.
• Ensure the team provides high standards of support to senior executives.
• Escalate unresolved issues to appropriate technical channels.

Key Experience:

• Must have over 3 years experience leading a small team of End User Support professionals.
• Strong hands on EUC support experience
• Extensive Client and Workplace technology support experience.
• Extensive experience supporting Windows and macOS environments.
• Supporting Endpoint Hardware and workplace technology services.
• Experience using ITSM tooling.
• Experience supporting joiner, mover, leaver processes.
• Experience with ITIL-aligned incident, request, and problem management practices.
• Strong professionailism and ability to work in a process led operating model. Able to work with clear boundaries, documentation standards and escalation paths.