End User Technology Manager

The ReThink Group Limited
London, South East England
16 Jun 2017
16 Jul 2017
Contract Type
Full Time

End User Technology Manager | London | Perm | circa £65,000 p/a + bonus

An award-winning Telecommunications brand is looking for an End User Technology Manager to lead multi-site teams here in the UK and off-shore.

With more than a decade of experience, the business has grown dramatically to become a truly multinational player in the marketplace. The business culture is entrepreneurial in spirit, and innovation is a key focus. As the business continues to grow, we are seeking an End User Technology Manager to lead the IT Service Desk, and the day-to-day support operations of EUT across the organisation.

The successful End User Technology Manager applicant will be tasked with overseeing the configuration, operations and support of all the IT end user systems, defining the services and the metrics to measure effectiveness, alongside responsibility for the creation and maintenance of end-user system standards that promote optimum usage of enterprise software while maximizing security and productivity.

This role would best suit an experienced Service Desk Manager, versed in Agile and/or DevOps methodology, who wants the next step in their career to be more hands on with End User technology. Experience of building a Service Desk would be desirable, as would experience of working in a fast-paced, SME environment.

Skills and Experience:


  • Significant experience of managing a Service Desk
  • Accomplished Team manager, ideally managing across remote geographies
  • Experience with JIRA and Confluence
  • Knowledge of MAC OS and hardware support
  • Commercial awareness related to supplier agreements and service relationships
  • Ability to build strong internal and external relationships
  • Ability to implement process analysis and improvements
  • Supplier and vendor management experience
  • High level stakeholder management
  • ITIL Foundation qualification
  • Experience managing device encryption, antivirus and patching
  • Good general understanding of networks and connectivity
  • Experience managing service management toolset
  • Excellent technical experience of:

- Active Directory
- InTune
- O365 Admin and O365 EMS
- MS Exchange management and maintenance
- OS Windows 7 and 10
- MS Office Suite
- Skype Conferencing and Telephony


  • Education to degree level or equivalent qualifications
  • Relevant certifications such as MCSE, ACMT
  • ITIL Intermediate qualification
  • Knowledge of automation
  • Highly skilled using SharePoint
  • Highly skilled using Linux
  • Experience of working with DevOps and Agile teams

Key Responsibilities:

  • Ultimate responsibility for ownership of all incidents and logged service requests.
  • Provide day to day management and leadership to the team of support technicians based in 2 locations but providing global support.
  • Set technology standards for all HW and SW related to personal computing requirements
  • Maintain policies and procedures related to EUC. Work with Technology leadership to adjust as business processes change.
  • Analyse reports and make recommendations for continual service, process and quality improvements
  • Ensure incidents and requests are tracked to conclusion in line with SLAs and quality standards.
  • Provide high level of management, support and development for the Team; ensure Team KPIs are monitored, actions are taken, evaluated accordingly and delegated properly
  • Ensure the Service Desk actively participates in improving the usability and reliability of our services
  • Ensure appropriate knowledge management tools and practices are being used to provide a more effective and efficient service to the business
  • Manage and collaborate with suppliers and vendors and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels
  • Prepare IT service performance reports by collecting, analysing and summarising data and trends
  • Providing on-call support in a flexible and agile manner

The Offer:

  • Circa £65,000 p/a
  • Bonus opportunity (15%)
  • Comprehensive benefits package

End User Technology Manager | London | Perm | circa £65,000 p/a + bonus