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.

About the role:

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

This senior roles serves as LifeArc’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.

Key responsibilities include:

• 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

Essential experience required:

• Extensive experience delivering and leading end‑user services, digital workplace, or IT service operations in complex, multi‑site environments, including hybrid office and specialist settings
• Broad technical knowledge spanning end‑user computing, Microsoft 365, endpoint management and enterprise networking, with proven experience troubleshooting network connectivity, wireless performance, remote access and infrastructure‑related user issues
• Deep technical expertise in end‑user computing and device management, including Microsoft Endpoint Manager (Intune), Microsoft 365, Apple Business Manager and Apple device management platforms (E.G. JAMF or equivalent)
• Strong understanding of hybrid working, BYOD, and secure access technologies with hands‑on experience supporting IAM, MFA, MAM, and compliant end‑user environments
• Experience using ITIL and ITSM tools/data to drive service reliability, DEX improvements, and continuous service optimisation
• Proven ability to troubleshoot and resolve complex technical issues
• Familiarity with Cyber Essentials or ISO 27001

Education:

Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent years of experience

Skills & abilities:

• Strong customer focus with excellent communication and stakeholder engagement skills with the ability to partner effectively with vendors, service partners, and executives while leading technical change across multiple sites.
• Decision making and problem‑solving skills
• Cloud Infrastructure and management to manage cloud‑based platforms, optimising performance and security.
• Digital dexterity and vision to utilise digital workplace technologies to catalyse new ways of working

About us:

LifeArc is a not‑for‑profit life science organisation, leading the way for change in rare diseases in the UK and supporting promising initiatives in global health. We seek out research in areas of unmet need that has great potential, providing support to help it become breakthroughs that change lives.

What we can offer you:

Focused on finding life changing solutions for underserved patients, our people thrive in an inclusive, and supportive environment that prioritises their health and wellbeing. Our multidisciplinary approach guarantees our people growth opportunities, while our culture of innovation and collaboration drives the impact we make delivering on our purpose of ‘putting patients at the centre of everything we do’.

LifeArc is committed to making our recruitment practices as inclusive as possible and developing a culture that values differences. As a Disability Confident Employer, we guarantee an interview to candidates with a disability or long‑term health condition who meet the essential criteria for the role.

Please note thatin certain situations, such as high volumes of applications, it may not be practical to interview all eligible candidates. In these cases, we may need to select those who best meet the essential criteria. (At LifeArc, the Disability Confident Scheme's 'minimum criteria' is referred to as 'essential criteria').

Salary will be determined by qualifications and experience along with other exceptional benefits. Because we understand everyone has different requirements, our flexible benefits allow you to choose those which are important to you. Our pension scheme offers employer contributions of up to 12%, private health insurance, and annual leave of 31 days PLUS bank holidays.

Don’t meet every single requirement? Studies have shown that women and people from minority ethnic backgrounds, for example, are less likely to apply to jobs unless they meet every single qualification. At LifeArc we are dedicated to building a diverse, inclusive, and authentic workplace, so whatever your background or lived experience, if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Our top priority is finding the best candidate, and you may be just right for this or other roles.

We all have potential. At LifeArc, you’ll discover what you can really do with it.

At LifeArc, we commit to advancing equal opportunities and building a diverse workforce by ensuring a fair, inclusive, and accessible recruitment experience for all. We employ individuals based on their suitability for the work to be performed and their potential for development, regardless of age, sex, race, colour, nationality, ethnic or national origin, disability, marital status, pregnancy or maternity, sexual orientation, gender reassignment, religion, or belief. Our commitment to equity, diversity and inclusion includes creating a culture where everyone feels they belong, is valued for who they are and has the opportunity to translate their potential.

We want every candidate to do their very best. If you require special assistance or reasonable adjustments, please be sure to let us know in advance what will be most useful for you and / or to discuss your needs.

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

Please note we are actively recruiting, and the closing date may be brought forward if we find the right person for this role.

Our Equity, Diversity & Inclusion statement can be found here .