End User Support Specialist

Humankind Recruitment; Manchester; On-site; GBP 28,000 - 36,000; Full time

Job summary

Humankind Recruitment is seeking an End User Support Specialist (Band II) to deliver structured, high-quality end-user technology support across corporate offices, focusing on workplace readiness and user experience. The role emphasizes controlled execution, ticket discipline, and strong case ownership within a defined support model.

You will own end-to-end support cases, perform JML activities, and collaborate with Service Desk, EUC, Identity, Infrastructure, and security teams to ensure clean

Qualifications

• Proven experience in end-user support, client support, workplace technology support, or a comparable service delivery role.
• Strong knowledge of Windows and macOS in managed enterprise settings.
• Experience with ITSM tooling, case ownership, SLA-driven delivery, and structured ticket discipline.
• Ability to work in a process-led operating model with clear boundaries, documentation, and escalation paths.

Responsibilities

• Deliver incidents and service requests escalated from Service Desk or routed through approved channels; progress to resolution with timely updates.
• Perform onboarding, offboarding, access changes, device handovers, and related user lifecycle activities.
• Support endpoint devices, peripherals, collaboration spaces, and workplace IT services across offices and locations.

Skills

End-user support

Windows

macOS

ITSM tooling

Incident management

Communication

Team collaboration

Job description

END USER SUPPORT SPECIALIST (Band 2)

• Department: Corporate IT
• Reports to: Client Support Team Lead
• Functional alignment: Client Support Operations Lead
• Role family: End User Support / Client Support Operations

Purpose of Role

The End User Support Specialist (Band II) delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services. The role focuses on controlled execution, stronger case ownership, workplace readiness, and support quality across defined support boundaries.

The role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope; End User Support Specialists own structured execution for escalated and onsite support activities; End User Compute (EUC) owns endpoint platforms and standards; and the Client Support Operations Lead defines and enforces workflows.

This role is responsible for the operational delivery of end-user support, workplace readiness, and user experience. Accountability for endpoint engineering, technical architecture, and infrastructure change approval remains with the relevant engineering and operational teams.

Role Scope and Primary Accountability

• Deliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries.
• Own support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking.
• Execute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner.
• Maintain endpoint, meeting room, and workplace technology readiness across supported offices and locations, including providing cross-site support where required.
• Provide structured high-touch support for executive interactions, business-critical meetings, and events.
• Escalate non-standard or out-of-scope issues through the correct operational and technical channels.
• Identify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability.

Core Responsibilities

• Support Execution and Case Ownership Deliver incidents and service requests escalated from Service Desk or routed directly through approved channels. Progress work through to resolution, maintain timely updates, and ensure every activity is accurately managed in ITSM tooling.
• User Lifecycle Delivery (JML) Execute onboarding, offboarding, access changes, device handovers, and related user lifecycle activities accurately, consistently, and within agreed controls, approval paths, and audit expectations.
• Endpoint Experience and Workplace Readiness Support endpoint devices, peripheral technology, collaboration spaces, and workplace IT services across offices and locations. Perform routine readiness checks, validate service usability, and maintain a consistent user experience across sites.
• Business Enablement and High-Touch Support Provide structured support for executive users, leadership interactions, events, and critical meetings. Ensure environments are prepared, tested, and supported using repeatable methods.
• Hardware and Refresh Coordination Support device setup, replacement, refresh, decommissioning, and recovery activities in alignment with EUC standards, asset controls, and approved deployment approaches.
• Process Adherence and Standardisation Operate independently within agreed workflows, decision boundaries, and escalation models. Reinforce repeatable ways of working and reduce dependence on ad hoc support practices.
• Cross-Team Collaboration and Escalation Work closely with Service Desk, EUC, Identity, Infrastructure, Security, and local site stakeholders to ensure clean handoffs, complete context, and timely escalation of technical or policy-led issues.
• Continuous Improvement and Knowledge Contribution Highlight recurring issues, process inefficiencies, or experience gaps. Contribute to knowledge articles, procedural documentation, and service improvements that strengthen consistency and reduce rework.

Operating Boundaries and Decision Rights

• Authorised to Own and progress support work within agreed scope; execute approved support and lifecycle activities; elevate risks, blockers, and non-standard cases; recommend service improvements based on operational evidence.
• Not authorised to Define service workflows; approve endpoint standards; implement platform engineering changes; override access governance or security controls; make infrastructure or architectural decisions outside approved support boundaries.

Required Capability

• Proven experience in end-user support, client support, workplace technology support, or a comparable service delivery role.
• Strong working knowledge of Windows and macOS environments in managed enterprise settings.
• Experience supporting endpoint hardware, collaboration tools, peripherals, and workplace technology services.
• Familiarity with ITSM tooling, case ownership, SLA-driven delivery, and structured ticket discipline.
• Understanding of joiner, mover, leaver processes, access governance, and controlled execution of user changes.
• Good understanding of ITIL-aligned incident, request, and problem management practices.
• Strong communication, stakeholder handling, and troubleshooting skills in business-facing environments.
• Ability to work in a process-led operating model with clear boundaries, documentation standards, and escalation paths.
• Availability to support business needs that may include weekends, out-of-hours events, and supporting across different office locations where required.

Behavioural Expectations

• Works consistently within defined processes and avoids unstructured support approaches.
• Takes ownership of work through to completion while keeping users and stakeholders informed.
• Escalates appropriately when issues move outside scope, risk tolerance, or standard pathways.
• Prioritises stable service outcomes, user confidence, and team consistency over individual heroics.
• Demonstrates professionalism in executive, event, and business-critical support situations.
• Contributes to a repeatable support model that scales across offices, locations, and business units, and is prepared to provide support across different sites where required.

Measures of Success

• Consistent and predictable delivery of support activities across supported business areas.
• High adherence to operational workflows, ITSM standards, and service documentation requirements.
• Timely resolution of incidents and requests within agreed SLAs and support commitments.
• Reduction in rework, avoidable escalation, repeat issues, and support inconsistency.
• Stable endpoint and workplace experience aligned to EUC standards and approved configurations.
• Reliable delivery of executive support; event support; and device lifecycle activities.
• Accurate, complete, and auditable tracking of all support activity.

Capability Alignment

This role aligns to Engineer Band II - Independent Client Support Operator, which operates confidently across assigned business units, delivering reliable end-user support and strong ticket, communication, and process discipline.