End User Services Manager - Hillsborough, Northern Ireland

END USER SERVICES MANAGER
- Permanent role DIVISION:
Central

LOCATION:

Hillsborough, Northern Ireland
- Hybrid working available. Benefits:
Subsidised Private Medical Cover;
Life Assurance Scheme, Contributory Pension, 35 Days annual leave (Including Public Holidays) As End User Services Manager, you'll play a pivotal role in shaping the day-to-day IT experience for colleagues across the business. You'll lead the delivery and continuous improvement of critical IT services, including the service desk, field services, end-user computing, device lifecycle management and wider support functions, ensuring every interaction is reliable, secure and customer-focused.

You'll be at the heart of driving service excellence, overseeing operational performance, leading major incident response, managing supplier partnerships and ensuring support teams are empowered to perform at their best. Working closely with the Head of IT Services, you'll use data, insight and user feedback to identify opportunities for improvement, enhance service quality and deliver measurable value to the business.

This is an exciting opportunity for a customer-centric IT leader who thrives on creating seamless user experiences, leading high-performing teams and making a tangible impact across a growing organisation.

Please note:

Some travel to other sites may be necessary. Provision of support, outside normal working hours may be required to minimise business disruption and downtime. Role breakdown:
Service Delivery and Operations Lead the overall operation and performance of IT support services across service desk, field services, end-user computing and related support functions Ensure effective management of incidents, service requests, escalations and service communications across support tiers Monitor daily service performance and take action to maintain service quality, responsiveness and customer satisfaction Oversee field service delivery across offices, regional locations and project sites to ensure a consistent and effective support model Service Performance and Major Incident Management Act as the operational owner for service quality, ensuring SLAs, KPIs and customer experience measures are defined, monitored, reported and improved Lead major incident management for high-priority service issues, coordinating response activity, communications, restoration and post-incident actions Use reporting, trend analysis, root cause insight, user feedback and operational data to drive continual service improvement Produce clear service reports and recommendations for the Head of IT Services and relevant stakeholders People Leadership and Team Management Provide leadership to direct reports and wider service teams through clear objectives, performance management, coaching, development and engagement Plan resources effectively to support business demand, regional coverage, project activity and operational priorities Build a high-performing, customer-focused team that demonstrates ownership, collaboration and accountability Maintain effective knowledge sharing, support documentation and operational handover practices Device and End-User Lifecycle Management Manage the end-user device lifecycle, including standards, deployment, refresh, recovery, stock control and asset accuracy Ensure onboarding, provisioning, access requests and leaver processes are completed consistently and in line with agreed controls Support modern workplace improvements including self-service, automation, endpoint management and knowledge management adoption Service Governance, Security and Compliance Maintain and improve IT service management processes aligned to ITIL principles, including incident, request, problem, change, asset and knowledge management Ensure services operate in line with security, patching, compliance, audit and policy requirements, escalating risks and gaps where appropriate Support service reviews, audit activity, operational risk management and policy compliance across support services Supplier, Commercial and Service Transition Support Manage third-party service providers and support partners to ensure performance, value for money, contractual compliance and effective escalation management Contribute to budget planning and cost control for operational services including hardware, licensing, support contracts and improvement activity Support business change by ensuring operational readiness, service transition, documentation and handover arrangements are in place for new or changed services Person Specification Essential Significant experience in IT service delivery, service operations or IT support management within a multi-site environment Proven experience leading service desk, field services, end-user computing or similar operational support team Demonstrable people management experience, including performance management, coaching, team development and workload planning Strong working knowledge of ITIL-based service management practices including…