End User Services Specialist

Job Title:
End User Services Specialist

Location:

London
Job Type: Permanent with hybrid working (3 days in the office required)

Agencies:
We will only work with recruitment partners on our preferred supplier list and will not engage with speculative CVs submitted.

Are you passionate about making life science life changing and delivering impact for patients? We want to hear from you.

As the End User Services Specialist you’ll play a pivotal role in delivering Life Arc’s technology strategy and shaping the future of the workplace technology.

This senior roles serves as Life Arc’s technical lead for end‑user services and the digital workplace. You will be responsible for ensuring colleagues across our offices and scientific laboratories have reliable, secure, and high-quality technology that enables them to work effectively. Leading the design, optimisation, and continual improvement of our digital workplace, you will oversee everything from endpoints and mobile devices to employee-facing applications and hybrid-working capabilities.

Working closely with IT colleagues, service partners and business stakeholders, you will drive service excellence, champion a great digital employee experience (DEX), and use engineering expertise to simplify services, improve reliabilities, and boost productivity. As the most senior technical authority in IT Operations, you’ll set standards, lead key projects, mentor engineers, and act as an escalation point for complex issues.

• Technical Ownership of End-User Services & Digital Workplace – Lead and optimise end‑user services and digital workplace technologies, providing technical leadership, operational oversight, and escalation support to ensure secure, reliable, and high-quality IT services across office, remote, and laboratory environments
• Endpoint, Device & Platform Engineering – Lead the engineering, deployment, security, and lifecycle management of end‑user devices and endpoint technologies, ensuring secure, compliant, and high‑performing services through effective device management, automation, monitoring, and platform optimisation
• Secure Access, IAM and Compliance – Drive secure and compliant access to workplace technologies by leading the implementation and optimisation of endpoint security, identity and access management, mobile device solutions, and BYOD capabilities in partnership with security and platform teams
• Digital Employee Experience (DEX) & Continuous Service Improvement – Champion a customer‑focused end‑user experience by leveraging user feedback, digital employee experience (DEX) tools, automation, self‑service capabilities, and service performance data to drive continuous improvement and enhance IT service delivery
• Operational Excellence & Resilience – Drive the resilience, performance, and continuous improvement of end‑user services by leading proactive monitoring, maintenance, service management best practices (such as ITIL and ISO standard practices), security and reliability enhancements, and IT continuity and disaster recovery activities
• VIP, Executive & Business Critical support – Lead and deliver a high‑quality VIP and executive support service, providing trusted technical expertise, proactive support for senior leadership meetings and events, and rapid resolution of issues involving AV, connectivity, and collaboration technologies
• Collaboration, Communication and Service Culture – Lead stakeholder engagement and communication for end‑user services, driving service improvements through collaboration with colleagues, partners and vendors, while championing customer service excellence and mentoring teams to deliver an outstanding user experience
• Asset & Equipment Lifecycle Management – Lead the end‑to‑end lifecycle management of end‑user technology assets, ensuring secure, sustainable, cost‑effective, and efficient processes for procurement, deployment, maintenance, recovery, and retirement

• Extensive experience delivering and leading end‑user services, digital workplace, or IT service operations in complex, multi‑site environments, including hybrid office and specialist…