Hybrid IT Service Operations Lead (2 WFH)

END; Washington; Presencial; GBP 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

33 days holiday (including bank)

Flexible working with 2 days WFH

40 Hours per week

Birthday off

Healthcare Cashback Plan

Staff discount

Pension contributions

Professional development opportunities

Descripción de la vacante

END. is seeking a Service Operations Lead in Washington, Tyne & Wear to lead our IT service operations across stores, warehouse, offices and remote sites. You will own the service desk, endpoint estate and incident lifecycle, ensuring fast, reliable support for colleagues.

You’ll work with Infrastructure, Applications, Cybersecurity and suppliers to improve SLAs, KPIs and governance, while championing a customer-focused, security-aware culture across the business.

Formación

• Proven experience leading an IT support or service desk team.
• Deep experience of endpoint and asset management across Mac and Windows.
• Hands-on endpoint management tooling experience.
• Strong ITIL knowledge and service delivery practices.
• Experience defining and reporting on SLAs and KPIs.

Responsabilidades

• Lead the Service Operations team and manage performance, rotas and workload across sites.
• Own the service desk operations and incident lifecycle, ensuring timely resolution within SLAs.
• Define, monitor and report on SLAs, KPIs and overall service performance.
• Embed ITIL-aligned processes across incident, request, problem, change and knowledge management.
• Manage end-user device lifecycle from procurement to disposal and asset registers.
• Oversee software license management and compliance across MS 365 and SaaS.
• Coordinate on-call rota and out-of-hours incident response.
• Collaborate with Infrastructure, Security, Applications and suppliers.

Conocimientos

IT Leadership

Endpoint management

ITIL

SLA/KPI reporting

ITSM tools

Microsoft 365 administration

Intune

Jamf

OKTA/Entra ID

Educación

ITIL Foundation certification

Level 5 professional qualifications

Herramientas

Microsoft Intune

Jamf

ManageEngine Endpoint Central

Descripción del empleo

END. is seeking a Service Operations Lead in Washington, Tyne & Wear to lead our IT service operations across stores, warehouse, offices and remote sites. You will own the service desk, endpoint estate and incident lifecycle, ensuring fast, reliable support for colleagues.

You’ll work with Infrastructure, Applications, Cybersecurity and suppliers to improve SLAs, KPIs and governance, while championing a customer-focused, security-aware culture across the business.