End User Compute & Identity Management

Unilabs; Porto; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Hybrid working model with remote flexibility

Opportunity to work on strategic healthcare products

Job summary

Unilabs is seeking a Lead on End User Services to manage endpoint operations in Porto. This role requires significant experience in Microsoft technologies and a strong focus on enhancing service delivery.

The ideal candidate will oversee budgets, manage supplier relationships, and drive continuous improvements in IT services. A hybrid working model is offered, providing flexibility between Porto and Barcelona.

Qualifications

• 10+ years of experience in end-user technology architectures including infrastructure and security.
• Extensive experience with Intune and modern workplace technologies.
• Fluent in English, spoken and written.

Responsibilities

• Oversee day-to-day technology operations and deliver exceptional end-user support.
• Manage SLAs and ensure minimal disruption in services.
• Develop strategic roadmaps in collaboration with vendors and stakeholders.

Skills

Expertise in Microsoft endpoint environment

10+ years of experience in end-user technology

Strong working knowledge of Microsoft 365

Education

Microsoft Certification

Tools

Intune

Azure AD

Microsoft 365

Job description

Unilabsis on a journey to implementa new technologyoperating model, with a focus on centralising core services whileretaininglocalexpertise,optimizingsupplier relationships, and aligning technology and location strategies. The aim is to enhance service delivery, improve efficiency, and supportUnilabs' future long-term goals.

Thelead onEnd User Servicesis responsible forEndpoint Management. The role requires significantexperienced in the capabilities and management of theMicrosoftendpoint environmentof on-prem infrastructure, cloud-based services, and various endpoint configurations including OS, Corporate Applications, Azure AD, 365 & Endpoint Management suites.Expertiseisrequiredto translate our diverse end-users' needsandbusiness demands into clear global technical design, policy, improvements, and issue resolution.

Therole requires the individual tobe autonomous and detail-oriented technical service manager able to manage suppliers, budgets, and resources with a mature level of interdependent leadership and an understanding of user-centric IT Infrastructure services to join our excellent team. As the technical service manager, you willbe responsible foroverseeing area budgets and technical topics and actively collaborating with the Technology Centres of Excellence (CoE) and markets in the technology roadmap.

Key responsibilities

Operational GovernanceandService Management:

• Oversee the day-to-day technology operations within theCoE, with a strong focus on delivering exceptional end-user support
• Champion ournewtechnologyTargetOperating Model by modelling our new ways of working and driving continuous improvement initiatives that optimise service quality and reduce costs.
• Work with Service Management and Service Desk teams to manage SLAs and OLAs with key partners and ensure that services areoptimized, operational backlogs are minimized, and services are delivered with minimal disruption.
• Manage escalations and liaise with third-party suppliers to ensure high-quality operational services.
• Ensure suitable andoptimaloperational day-to-day governance with suppliers, resources, and team members.
• Provide weekly and monthly service reports on performance, incidents, changes, etc.
• Support in the transformation of theservicesand technology roadmapand deliver against agreed timelines and key milestones
• Ensure ITIL compliance by adhering to and help improve process as problem management, continuous improvement, knowledge management, change management and service management in general terms.
• Build and deliver withindefined budgets

Technical ImplementationandManagement:

• Take ownership of managing, implementing, and documenting the technical solutions related toConnectWise, Azure AD, Endpoint Management(Intune), IdentityandAccess Management (SSO), Microsoft 365 (Exchange, SharePoint, Teams, Security).
• Global IDAM, design, develop andmaintain.
• Engage with software and hardware vendors to address complex issues and develop strategic roadmaps.
• Design life cycle processes including the recommendation, deployment, standardization, maintenance, and replacement of current and emerging PC technologies.
• Be subject matter expert for workplace related technical engagements
• Understand common workplace challenges and build creative solutions using the varied tools at your disposal.

CollaborationandCommunication:

• Work with the wider businesstoleveragecost efficiencies
• Be flexible and agile, andable to adapt to changing requirements, schedules, and priorities.
• Contribute to relevant governance and steering forums to secure operational advisory for the IT service area.
• Excellent writing, planning, budgeting, estimating, and presentation skills.

Technical Expertise:

• 10+ years' experience and understanding of end-user technology architectures, including infrastructure, security, data, network, devices, and collaboration (preferably in a Microsoft-based environment).
• Extensive experience with workplace tools like Intune, and other modern workplacetechnologies (including imaging, scripting, patching, packaging, and deployment).
• Strong working knowledge of Microsoft 365 and Endpoint Management services, and all required tools and products.
• Experience integrating cloud-based offerings into desktop environments.
• Good understanding of the features and security components of Windows desktop operating systems (Windows 10, Windows 11, and Windows Virtual Desktops).
• Good understanding of authentication mechanisms such as ADFS and Directory Services (Active Directory, Group Policy).
• Awareness of Microsoft licensing structure and benefits/opportunities of different bundles.

Service ManagementandLeadership:

• Demonstrable examples, metrics, and proven experience in structuring services.
• Deep understanding of workplace environments and workplace servicing management processes, approaches, tooling, and impacts.
• Ability todeterminebusiness strategies, principles, and requirements, scope, design, and implement desktop upgrade, standardization, and rollout projects.
• Experience working with multiple device types (e.g., desktop, laptop, tablets).
• Microsoft Certification across different subject areas (highly desired).
• Strong skills in analysis, documentation, and decision-making.
• Self-starter, team player, and good communicator.
• Fluent in English, spoken and written
• Passion for fulfilling business needs in the IT service area and enthusiasm for developing the company business
• A highly collaborative and true team player.
• Proactive with a positive, solutions-focused mindset.
• Comfortable working at pace, consistently delivering to deadlines, and stable under pressure.
• Ability to work effectively in a cross-culturalenvironment
• Excellent interpersonal skills with ability to appropriately engage and influence change at all levels
• Resilient and adaptable to change
• Ability to project manage and is delivery focused
• Hybrid working model (Porto/Barcelona office & remote flexibility)
• Opportunity to work on Swiss-market healthcare and laboratory platforms with real clinical impact
• International, collaborative, and regulated product environment
• Competitive compensation and benefits
• Long-term ownership of a strategic healthcare product