End User Support Lead
other jobs INTEC SELECT LIMITED
Added before 2 Days
- England,London,City of London
- Full Time, Permanent
- £60,000 - £70,000 per annum
Job Description:
LondonEnd User Support Lead
Overview
A global FTSE250 financial services company (1,500+ users across 60+ locations) is seeking an experienced End User Support Lead to join the EMEA IT team in London. You’ll be a key point of contact for all end user support, ensuring high-quality service delivery and driving continuous improvement across the region.
Role & Responsibilities
*Lead the End User Support function for EMEA, managing incidents and service requests.
*Maintain service standards across all queues, ensuring timely assignment and resolution.
*Own and meet KPIs/CSFs aligned with IT strategy.
*Mentor, coach and develop the support team; ensure succession plans and training programmes are in place.
*Triage, troubleshoot and resolve incidents; collaborate with wider IT teams to manage expectations and deliver solutions.
*Maintain clear ticketing and knowledgebase documentation in ServiceNow.
*Promote best practice in technology adoption and use.
*Identify trends, risks and potential problems with the IT Manager.
*Ensure hardware, peripherals and software are operational and well maintained.
*Support and champion global IT policies (security, usage, incident management, data handling).
*Act as first point of escalation for EMEA support issues.
*Drive service improvement initiatives locally and globally, fostering a culture of learning and knowledge sharing.
*70/30 hands-on vs. leadership responsibilities.
Essential Skills & Experience
*Proven experience leading an IT Support or End User Support team.
*Strong ServiceNow ITSM knowledge.
*Customer-focused with excellent communication and problem solving skills.
*Ability to manage high volumes, multitask, and stay calm under pressure.
*Self motivated, adaptable and team oriented.
*Solid understanding of Microsoft 365, Teams, SharePoint, OneDrive, Exchange.
*Active Directory & Azure AD administration skills.
*Fast learner with a commitment to continuous development.
*Willingness to work outside core hours when required.
Desirable
*ServiceNow ITSM
*CUCM
*CCST
*Cisco AMP
*Call centre tools
Package
*£60–70k base salary
*Up to 20% annual bonus
*Stakeholder pension (up to 10% employer contribution)
*Free lunch + subsidised breakfast
*Annual pay review
*Private healthcare
*Comprehensive benefits package
Overview
A global FTSE250 financial services company (1,500+ users across 60+ locations) is seeking an experienced End User Support Lead to join the EMEA IT team in London. You’ll be a key point of contact for all end user support, ensuring high-quality service delivery and driving continuous improvement across the region.
Role & Responsibilities
*Lead the End User Support function for EMEA, managing incidents and service requests.
*Maintain service standards across all queues, ensuring timely assignment and resolution.
*Own and meet KPIs/CSFs aligned with IT strategy.
*Mentor, coach and develop the support team; ensure succession plans and training programmes are in place.
*Triage, troubleshoot and resolve incidents; collaborate with wider IT teams to manage expectations and deliver solutions.
*Maintain clear ticketing and knowledgebase documentation in ServiceNow.
*Promote best practice in technology adoption and use.
*Identify trends, risks and potential problems with the IT Manager.
*Ensure hardware, peripherals and software are operational and well maintained.
*Support and champion global IT policies (security, usage, incident management, data handling).
*Act as first point of escalation for EMEA support issues.
*Drive service improvement initiatives locally and globally, fostering a culture of learning and knowledge sharing.
*70/30 hands-on vs. leadership responsibilities.
Essential Skills & Experience
*Proven experience leading an IT Support or End User Support team.
*Strong ServiceNow ITSM knowledge.
*Customer-focused with excellent communication and problem solving skills.
*Ability to manage high volumes, multitask, and stay calm under pressure.
*Self motivated, adaptable and team oriented.
*Solid understanding of Microsoft 365, Teams, SharePoint, OneDrive, Exchange.
*Active Directory & Azure AD administration skills.
*Fast learner with a commitment to continuous development.
*Willingness to work outside core hours when required.
Desirable
*ServiceNow ITSM
*CUCM
*CCST
*Cisco AMP
*Call centre tools
Package
*£60–70k base salary
*Up to 20% annual bonus
*Stakeholder pension (up to 10% employer contribution)
*Free lunch + subsidised breakfast
*Annual pay review
*Private healthcare
*Comprehensive benefits package
Job number 3474525
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metapel
Company Details:
INTEC SELECT LIMITED
Company size: 10–19 employees
Industry: IT
Intec Select is a leading specialist IT Recruitment Consultancy which delivers bespoke recruitment services to some of the world’s leading organ...