End User Support Team Lead — Elevate Client Experience

Quartzenterprises; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Quartzenterprises is seeking a Client Support Team Lead (End User Support) to lead day-to-day delivery of structured second-line and high-touch end-user support across offices and regional coverage, ensuring strong case ownership and reliable onsite and escalated support within agreed workflows.

The role combines people leadership with service delivery oversight, escalation management, and operational improvement, maintaining quality across onsite support, user lifecycle activity, and device

Qualifications

• Strong experience in end-user support, workplace technology support, or End User Support environments, including experience leading or supervising others.
• Strong understanding of Windows and macOS environments, endpoint hardware, collaboration tools, peripherals, and workplace technologies.
• Experience coordinating onsite, escalated, and high-touch support activity in a structured service delivery environment.
• Working knowledge of ITIL-aligned incident, request, problem, and change practices.
• Strong people leadership, coaching, and stakeholder management skills.
• Ability to balance service quality, team development, operational control, and user experience.
• Awareness of endpoint lifecycle, asset controls, access governance dependencies, and support boundaries in managed enterprise environments.
• Flexibility to support multi-site or out-of-hours business needs where required.

Responsibilities

• Lead and support a team of End User Support / Client Support Engineers, providing direction, coaching, development, and day-to-day service oversight.
• Manage team workload, priorities, cover arrangements, and local or regional support activity to maintain effective service continuity.
• Act as the first escalation point for complex support cases, service risks, and people-related issues within the End User Support team.
• Ensure incidents, requests, and user lifecycle activities are progressed accurately and consistently within agreed service boundaries.
• Oversee case ownership, user communication, ticket quality, and adherence to operational workflows, SOPs, and escalation models.
• Support delivery of onsite support, executive support, event support, meeting room readiness, and device lifecycle activities using controlled and repeatable methods.
• Coordinate clean handoffs between Service Desk, End User Support, EUC, Identity, Infrastructure, Security, and other resolver teams.
• Monitor service performance, backlog, aging, and operational trends, taking action to improve consistency, quality, and responsiveness.
• Reinforce structured troubleshooting, reduction of rework, and safe shift-left from End User Support into Service Desk where appropriate.
• Support documentation quality, knowledge capture, and consistent service practices across offices, locations, and business units.
• Contribute to workforce planning, onboarding, succession planning, and capability development within a banded support model.
• Help identify recurring issues, service friction, and improvement opportunities, escalating them through the appropriate problem or improvement channels.

Skills

End User Support

Team leadership

ITIL practices

Windows

macOS

Job description

Quartzenterprises is seeking a Client Support Team Lead (End User Support) to lead day-to-day delivery of structured second-line and high-touch end-user support across offices and regional coverage, ensuring strong case ownership and reliable onsite and escalated support within agreed workflows.

The role combines people leadership with service delivery oversight, escalation management, and operational improvement, maintaining quality across onsite support, user lifecycle activity, and device