End User Support Lead

JNC are working closely with a growing organisation in London that is looking to bring on an experienced End User Support Lead on a permanent basis.

This is a technically hands on role where the post holder will lead a small team of End User Support Engineers that are responsible for supporting the organisations senior executives as well as various key clients across central London.

There will also be some remote support provided to their European offices.

This role requires the individual to be in the office 5 days a week.

Responsibilities:

• Leading, coaching and mentoring End User Engineers. Including One to Ones.
• Ensure the team is deliver excellent EUC support across incident requests.
• Ensure the team own end to end EUC support from start, user engagement to finish.
• Ensure there is accurate ITSM tracking.
• Ensure the teams Owns, supports and maintains endpoint, meeting room and workplace technology readiness.
• Ensure the team provides high standards of support to senior executives.
• Escalate unresolved issues to appropriate technical channels.

Key

Experience:

• Must have over 3 years experience leading a small team of End User Support professionals.
• Strong hands on EUC support experience
• Extensive Client and Workplace technology support experience.
• Extensive experience supporting Windows and macOS environments.
• Supporting Endpoint Hardware and workplace technology services.
• Experience using ITSM tooling.
• Experience supporting joiner, mover, leaver processes.
• Experience with ITIL-aligned incident, request, and problem management practices.
• Strong professionailism and ability to work in a process led operating model. Able to work with clear boundaries, documentation standards and escalation paths.