End User Manager

Position Goal

The End User Manager is responsible for leading and managing the delivery of end user computing and support services across the organisation. The role ensures employees receive high-quality, responsive, and reliable IT support services, enabling them to perform their duties effectively and efficiently.

Reporting to the Head of Service Delivery, the End User Manager is accountable for end user experience, service desk performance, desktop and workplace technology support, endpoint management, user satisfaction, operational governance, and continuous improvement of end user services. The role provides leadership to the End User Support team while ensuring alignment with IT service delivery objectives, security requirements, and business priorities.

KRA

End User Support Leadership

• Lead and manage the End User Support function across all business locations.
• Develop a customer-centric culture focused on service excellence.
• Provide leadership, mentoring, and performance management to End User Support staff.
• Establish and monitor support standards and operational procedures.
• Ensure support services align with business requirements and organisational priorities.
• Foster a culture of accountability, continuous improvement, and collaboration.

Service Desk & Desktop Support Management

• Oversee Service Desk operations and end user support activities.
• Ensure incidents and service requests are resolved within agreed SLAs.
• Manage escalation processes and high-priority support issues.
• Monitor ticket volumes, trends, and support performance.
• Drive first-call resolution and reduction in repeat incidents.
• Ensure effective knowledge management practices are maintained.

End User Experience & Customer Satisfaction

• Develop and implement strategies to improve the employee technology experience.
• Monitor customer satisfaction metrics and user feedback.
• Conduct regular service reviews with business stakeholders.
• Identify and address recurring user pain points.
• Maintain high levels of customer engagement and communication.
• Champion user-focused service improvements.

End User Computing & Workplace Technology

• Manage desktop, laptop, mobile device, and peripheral support services.
• Oversee endpoint lifecycle management, including procurement, deployment, refresh, and disposal.
• Ensure workplace technology solutions meet user expectations.
• Support collaboration platforms including Microsoft 365, Teams, and conferencing systems.
• Ensure standardisation of end user hardware and software environments.
• Maintain secure and reliable end user computing services.

Endpoint Management & Operational Excellence

• Oversee endpoint management platforms and technologies.
• Ensure operating systems, applications, and devices are maintained and supported.
• Coordinate software deployment and patch management activities.
• Monitor technology performance and endpoint health.
• Drive automation and self-service initiatives where appropriate.
• Improve operational efficiency through standardisation and process optimisation.

Governance, Security & Compliance

• Ensure support operations comply with organisational policies and standards.
• Support cybersecurity initiatives relating to end user devices.
• Ensure endpoint compliance with security and regulatory requirements.
• Participate in audit and compliance activities.
• Maintain documentation, procedures, and support knowledge repositories.
• Support operational risk management activities.

Major Incident & Business Support

• Lead end user support activities during major incidents.
• Coordinate communication with affected business units.
• Ensure timely escalation and resolution of critical issues.
• Participate in incident reviews and root cause analysis.
• Track corrective actions and service improvement opportunities.
• Ensure effective business continuity support for workplace technologies.
• Vendor & Supplier Management

• Manage relationships with end user technology vendors and service providers.
• Monitor supplier performance against contractual obligations.
• Participate in vendor performance reviews.
• Escalate service concerns and drive corrective actions.
• Support procurement, licensing, and technology refresh initiatives.
• Ensure vendors support agreed service levels.

Continual Service Improvement

• Develop and manage an End User Experience Improvement Program.
• Identify recurring support issues and improvement opportunities.
• Promote automation, self-service, and knowledge management initiatives.
• Measure and report improvement outcomes.
• Drive operational maturity and best-practice adoption.
• Reduce support costs while improving service quality.

People Leadership & Team Management

• Lead, mentor, coach, and develop End User Support staff.
• Establish individual performance goals and development plans.
• Conduct regular performance reviews and coaching sessions.
• Ensure effective workforce planning and resource allocation.
• Promote teamwork, innovation, and accountability.
• Build a high-performing end user support capability.

Qualifications and experience

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or related discipline.
• ITIL Foundation certification required.
• Microsoft Modern Workplace certifications desirable.
• Minimum 10 years' IT industry experience.
• Minimum 5 years' experience managing End User Support, Service Desk, or Workplace Technology teams.
• Experience leading distributed support teams.
• Experience supporting Microsoft 365, Windows environments, endpoint management, and collaboration technologies.
• Experience within financial services, banking, or highly regulated industries preferred.