At a Glance
- Tasks: Lead a high-performing IT support team and enhance user experience across a global enterprise.
- Company: Join a leading global organisation with a focus on innovation and service excellence.
- Benefits: Enjoy a competitive salary, bonus potential, and a flexible hybrid working model.
- Other info: Great opportunities for career progression and professional growth in a collaborative culture.
- Why this job: Shape the future of IT support while driving transformation and embracing emerging technologies.
- Qualifications: 5+ years in IT support leadership with strong technical and customer service skills.
The predicted salary is between 50000 - 60000 £ per year.
MCS Group is delighted to be partnering with a leading global organisation to recruit an End User Support Site Lead. This is an outstanding opportunity for an experienced IT Support Leader to take ownership of End User Services across a large and complex enterprise environment, leading a high-performing support team while driving service excellence, innovation, and continuous improvement. This role combines hands-on operational leadership with strategic service delivery, offering the chance to influence technology adoption, improve user experience, and support business-critical operations across a fast-paced organisation.
The Role
- Lead and manage the local End User Services team, ensuring the delivery of a high-quality support experience for all users.
- Take ownership of on-site support operations, ensuring incidents, requests, problems, and changes are managed effectively and in line with agreed service standards.
- Oversee support across desktop environments, end-user applications, mobile technologies, and workplace IT services.
- Act as the primary point of leadership for End User Services on-site, providing guidance, mentorship, and operational direction to the team.
- Ensure ITSM and ITIL-aligned processes are followed across Incident, Request, Change, Configuration, Capacity, and Release Management activities.
- Work closely with Infrastructure, Security, Architecture, Service Management, Facilities, and wider technology teams to deliver a seamless end-user experience.
- Drive continuous improvement initiatives, identifying opportunities to optimise processes, automate manual tasks, and enhance support tooling.
- Champion innovation initiatives, including emerging technologies and AI-driven improvements across the support function.
- Lead investigations into recurring or high-impact issues, performing root cause analysis and implementing long-term solutions.
- Support technology projects, office moves, deployments, and regional or global rollouts, ensuring successful delivery at site level.
- Monitor and report on service performance metrics, using data and insights to improve operational effectiveness and user satisfaction.
- Ensure adherence to security, risk management, compliance, and business continuity requirements at all times.
What You'll Need
- Previous experience working within large-scale, complex enterprise environments, ideally within highly regulated industries.
- 5+ years' experience in a Team Lead, Supervisor, or Management position within an End User Computing or Desktop Support function.
- Strong technical background supporting Windows desktop environments, Microsoft Office applications, Active Directory, SCCM/App-V, desktop hardware, and file and print services.
- Proven experience leading support teams in fast-paced environments with multiple competing priorities.
- Strong understanding of ITIL-based service management principles and processes.
- Excellent stakeholder management and customer service skills, with the ability to engage effectively at all levels of the organisation.
- Strong written and verbal communication skills, capable of translating technical concepts for non-technical audiences.
- Understanding of IT Security, Risk, Compliance, and Business Continuity requirements.
- Excellent troubleshooting and analytical problem-solving skills, including root cause analysis methodologies.
Desirable Skills
- Experience within financial services, investment banking, trading, or other highly regulated sectors.
- Exposure to supporting front-office or business-critical user populations.
- Experience driving automation, service improvement, or tooling enhancement initiatives.
- Involvement in regional or global technology deployment projects.
- Strong understanding of service reporting, KPI management, and operational metrics.
- Passion for emerging technologies and continuous professional development.
What's In It For You?
- Opportunity to lead a critical End User Services function within a global enterprise environment.
- High-profile role with visibility across both technology and business stakeholders.
- Exposure to large-scale transformation, innovation, and AI-focused initiatives.
- Collaborative and supportive culture with strong investment in technology.
- Hybrid working model offering flexibility and work-life balance.
- Competitive salary, bonus potential, and comprehensive benefits package.
- Excellent opportunities for career progression and professional growth.
Interested? If you're an experienced IT Support Leader looking for the next step in your career and want the opportunity to shape service delivery within a complex enterprise environment, I’d be keen to speak with you.
End User Computing Engineer JBLE1_NI in Belfast employer: MCS Group
MCS Group is an exceptional employer, offering a dynamic and collaborative work culture that prioritises innovation and continuous improvement. As the End User Support Site Lead in Belfast, you will enjoy a hybrid working model that promotes work-life balance, alongside competitive salary packages and comprehensive benefits. With a strong focus on employee growth and development, this role provides a unique opportunity to lead a critical function within a global enterprise environment, making a meaningful impact on technology adoption and user experience.
StudySmarter Expert Advice🤫
We think this is how you could land End User Computing Engineer JBLE1_NI in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your responses to highlight how your experience aligns with their needs, especially in areas like ITIL processes and team leadership. Show them you’re the perfect fit!
✨Tip Number 3
Don’t just wait for job postings; be proactive! Reach out to companies you admire and express your interest in potential roles. Sometimes, they might create a position just for someone as talented as you!
✨Tip Number 4
Apply through our website for the best chance at landing that dream job! We’re always looking for passionate individuals who want to make a difference in End User Services. Let’s get you started on this exciting journey!
We think you need these skills to ace End User Computing Engineer JBLE1_NI in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your leadership experience in IT support and any relevant technical skills to show us you're the right fit for the End User Support Site Lead role.
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to quantify your success, like improvements in user satisfaction or efficiency gains.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell us why you’re passionate about this role. Share your vision for leading the End User Services team and how you plan to drive innovation and continuous improvement in our organisation.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows us you’re proactive!
How to prepare for a job interview at MCS Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows desktop environments, Microsoft Office applications, and ITIL principles. Be ready to discuss your hands-on experience with these technologies and how you've applied them in previous roles.
✨Showcase Your Leadership Skills
As a potential End User Support Site Lead, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams, driven service excellence, and handled high-pressure situations. Highlight any mentoring or coaching experiences you've had.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-world scenarios. Think about past incidents you've resolved, particularly those involving root cause analysis and long-term solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Understand the Business Context
Familiarise yourself with the company’s operations and how the End User Services function fits into their overall strategy. Be prepared to discuss how you can contribute to continuous improvement initiatives and drive innovation within the team.
