End User Support Team Lead

Humankind Global Recruitment; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Humankind Global Recruitment is partnering with a London-based IT consultancy seeking a Client Support Lead to oversee the End User Computing services team across multiple client sites. The role is permanent and on-site in London with travel to client sites as needed.

You will own the support function end-to-end, lead a 9-person team, coach on escalations, drive improvements, and manage VIP stakeholder relationships to ensure high-quality IT support delivery.

Qualifications

• Previous experience in a similar role leading an End User Support
• A background in support then progression into leadership with improved support performance
• Hands-on tech stack: Windows and Mac OS, MDM such as Intune and Endpoint Central, Active Directory and virtualization tools like VMware and Proxmox
• Excellent leadership and communication skills with the ability to manage VIP stakeholder relationships and have difficult conversations

Responsibilities

• Owning the support function end-to-end
• Leading the team to ensure support is delivered to the expected standards whilst supporting team members with their professional development
• Handle the escalations the team need support on and coach them to help them provide the support in the future
• Own IT projects for the department and the JML process
• Build relationships with key internal stakeholders and clients to ensure the VIP support is being provided
• Spot process that aren’t working and bring the ideas on how to improve them

Skills

Leadership

End User Support

VIP stakeholder management

Windows

Mac OS

Intune

Endpoint Central

Active Directory

VMware

Proxmox

Tools

Intune

Endpoint Central

VMware

Proxmox

Active Directory

Windows

Mac OS

Job description

London – 5 days on site (with travel to client sites in London)

Permanent

We are partnered with an innovative IT consultancy based in London but with a global presence who create lasting value for their clients. They are looking for a highly skilled Client Support Lead to oversee the end user computing services team of IT professionals both locally and on client sites to ensure the delivery of high-quality IT support.

You’ll be leading a team of 9 across several sites and owning client support performance across the region. This isn’t just handling escalations but setting the standard for how the team response, resolves and reports. You’ll be leading team of End User Support professionals who provide support for clients and the internal team. So the expectations are high. There’s no hiding. When the people you’re supporting know what good looks like, you have to be good.

Here’s what you’ll be doing:

• Owning the support function end-to-end
• Leading the team to ensure support is delivered to the expected standards whilst supporting team members with their professional development
• Handle the escalations the team need support on and coach them to help them provide the support in the future
• Own IT projects for the department and the JML process
• Build relationships with key internal stakeholders and clients to ensure the VIP support is being provided
• Spot process that aren’t working and bring the ideas on how to improve them

In order to be a successful Client Support Regional Lead you will have…

• Previous experience in a similar role leading an End User Support
• A support background then having progressed into leadership where you have improved support performance
• Hands on tech stack experience including Windows and Mac OS, MDM such as Intune and Endpoint Central, Active Directory and Virtualisation tools such as VMware and Proxmox
• Excellent leadership and communication skills with the ability to manage VIP stakeholder relationships and have the confidence to have difficult conversations