Senior IT End User Specialist

Job Purpose

Job Context

Job Dimensions

• Line management of local IT End-User Support Specialist (s)
• Supports users across multiple business units and functions
• Responsible for local IT asset lifecycle and compliance
• Manages vendor relationships and hardware/software procurement
• Oversees Teams meeting rooms, visitor systems, and desk moves
• Supports ServiceNow, Intune, SCCM, Microsoft 365, and D365 environments
• Acts as escalation point for cyber incidents and infrastructure issues

Key Accountabilities

• Lead local IT support operations, ensuring timely and effective resolution of incidents and service requests
• Manage and develop junior IT support staff, fostering a culture of excellence and continuous improvement
• Oversee deployment, configuration, and lifecycle management of end-user hardware and software
• Act as escalation point for technical issues, coordinating with global teams and vendors
• Ensure compliance with IT asset management policies, conducting audits and maintaining accurate records
• Support onboarding and offboarding processes, ensuring readiness and policy adherence
• Collaborate with business users to identify opportunities for automation and digital enablement
• Maintain and improve local Teams meeting rooms and visitor systems
• Respond to cyber security incidents, coordinating with central teams for resolution
• Create and maintain technical documentation and user-facing knowledge articles
• Manage procurement activities in alignment with global standards
• Support application packaging and deployment using Intune and SCCM
• Build strong working relationships with local business stakeholders, ensuring their IT needs, issues, and priorities are understood and proactively managed.
• Actively engage in and support regional IT initiatives, providing local insights, coordinating activities on-site, and ensuring successful project delivery.
• Maintain an accurate and up‑to‑date IT knowledge base by creating, reviewing, and improving technical articles, user guides, and troubleshooting documentation to support global consistency and service quality.

Skills

• , Experience and Qualifications
• Manages Execution Ensures consistent delivery of support services
• Develops Talent Coaches and mentors junior support staff
• Drives Results Focuses on user satisfaction and operational efficiency
• Collaborates Builds strong relationships across IS and business units
• Ensures Accountability Maintains compliance and performance standards
• Tech Savvy Applies technical expertise to solve complex problems

Minimum Skills, Qualifications And Experience

• Effective team supervision capabilities
• Advanced troubleshooting and technical support skills in an IT End-User Service or Desktop Services role (3yrs +)
• ITIL4 Certification, or 3+ years’ equivalent experience in IT Service Management
• Strong knowledge of Microsoft 365, Windows OS, and endpoint support
• Knowledge of IT asset management and procurement processes
• Excellent communication and stakeholder engagement
• Ability to manage vendors and coordinate inspections
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer service orientation
• Ability to work independently and collaboratively in a global team
• Awareness of Cyber Security and Information Security principles
• Operational experience of ServiceNow or similar ITSM system with an understanding of Incident Management; Change Management; Request Fulfilment practices.
• Excellent communication skills, both written and verbal, with a friendly, professional and approachable manner.
• Pro-active and reactive, self-motivated individual, flexible, well-organised, with the ability to manage and prioritise multiple tasks effectively in a dynamic environment.
• Collaborative team player with a positive attitude.
• Strong documentation and knowledge management skills
• Demonstrated commitment to delivering a high-quality end-user experience.
• Analytical mindset with a problem-solving approach and a drive for innovation and improvement.

Desirable Skills, Qualifications, And Experience

• Degree in an IT related subject
• BYOD/MDM Deployment and Support
• Understanding of IT tools and platforms including Active Directory, Azure AD, Exchange, ServiceNow (or similar ITSM tools), Microsoft Entra, SCCM, Intune & Defender.
• An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS), including administration and operation.
• Project management certification or experience of delivering projects
• Strong understanding cloud technology and their application in enterprise environment.