At a Glance
- Tasks: Lead and oversee End User Services, ensuring top-notch IT support for all employees.
- Company: Join a leading financial services firm with a focus on innovation and teamwork.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Be part of a collaborative team that values continuous learning and innovation.
- Why this job: Make a real impact by enhancing user experience and driving tech improvements.
- Qualifications: 5-7 years in leadership roles with strong technical skills in IT support.
The predicted salary is between 50000 - 60000 £ per year.
Provide day‑to‑day leadership and operational oversight for End User Services in Belfast, ensuring a consistently high standard of service for both broking and non‑broking populations. Ensure all end‑user facing IT services are stable, secure, and fit for purpose, enabling employees to perform their roles effectively. Lead and coordinate support across desktop computing, end‑user applications, mobile devices, and related technologies in line with agreed service levels. Act as the primary site lead for End User Services, representing the function locally and providing visible leadership.
Ensure all incidents, service requests, problems, and changes are managed in accordance with ITSM and ITIL‑aligned processes, including Incident, Request, Change, Configuration, Capacity, and Release Management. Collaborate closely with Infrastructure, Architecture, Service Management, IT Security, Facilities, and Communications teams to deliver a seamless end‑user experience. Drive continuous service improvement by identifying opportunities for process optimisation, automation, and tooling enhancements to improve efficiency and user satisfaction. Act as site lead for driving cross functional innovation and AI programmes. Support and contribute to root cause analysis of recurring or high‑impact issues, ensuring corrective actions are identified and implemented.
Ensure adherence to IT Security, Risk Management, and Business Continuity (BCP) policies and procedures at all times. Oversee local project delivery and technology rollouts, coordinating team resources to support regional and global initiatives. Maintain and report on service delivery metrics, using data to track performance, identify trends, and support management reporting. Ensure adequate shift coverage and on‑site support across all Belfast locations, including support for office moves, desk relocations, and weekend activities where required. Act as a role model within the team, demonstrating professionalism, accountability, and a strong customer service ethos at all times.
Essential Qualifications
- Demonstrable experience working within large, complex organisations, ideally within financial services or similarly regulated environments.
- 5–7 years’ proven experience in a supervisory or team leadership role with responsibility for End User/ Desktop Support services.
- Hands‑on technical experience across Windows desktop environments, Office applications, Active Directory, SCCM / App‑V, end‑user hardware, and file and print services.
- Experience leading teams in fast‑paced, business‑critical environments with multiple concurrent priorities.
- Working knowledge of ITIL‑aligned IT Service Management processes.
- Strong customer service focus with the ability to engage effectively with end users, stakeholders, and third‑party vendors.
- Excellent written and verbal communication skills, with the ability to convey technical information clearly to non‑technical audiences.
- Aware of Risk Management, Compliance, Information Security, and Business Continuity requirements.
- Analytical and structured approach to problem solving, including root cause analysis.
Desired Qualifications
- Previous experience within investment banking, financial services, or trading environments.
- Experience supporting broking or front‑office user populations.
- Exposure to service automation or tooling improvement initiatives.
- Experience contributing to regional or global technology projects and rollouts.
- Use of service metrics and reporting to drive service improvement.
- Demonstrated willingness to learn and adopt new technologies.
Role Band & Level: Professional, 5
Location: UK - City Quays - Belfast
End User Support Site Lead in Belfast employer: TP ICAP
As an End User Support Site Lead in Belfast, you will join a dynamic and innovative team dedicated to delivering exceptional IT services in a fast-paced financial environment. Our company fosters a collaborative work culture that prioritises employee growth through continuous learning opportunities and cross-functional projects, ensuring you can thrive both personally and professionally. With a strong commitment to service excellence and a focus on process optimisation, we provide a rewarding workplace where your contributions directly impact user satisfaction and operational success.
StudySmarter Expert Advice🤫
We think this is how you could land End User Support Site Lead in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in financial services or IT support. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to end-user support and IT service management. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled challenges in previous roles. This will demonstrate your analytical approach and ability to handle high-impact issues effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace End User Support Site Lead 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 End User Services and any relevant technical skills, like your hands-on experience with Windows desktop environments and ITIL processes.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the End User Support Site Lead role. Share specific examples of how you've driven service improvements or led teams in fast-paced environments, and don’t forget to show off your customer service ethos!
Showcase Your Communication Skills:Since you'll be engaging with both technical and non-technical audiences, make sure your application demonstrates your excellent written communication skills. Use clear and concise language to convey your experiences and achievements.
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 the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at TP ICAP
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Windows desktop environments, Office applications, and ITIL processes. Being able to discuss your hands-on experience confidently will show that you're not just a leader but also technically savvy.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in fast-paced environments. Think about specific situations where you drove service improvements or handled multiple priorities. This will demonstrate your ability to manage the End User Services effectively.
✨Communicate Clearly
Practice explaining complex technical concepts in simple terms. You’ll need to engage with both technical and non-technical stakeholders, so being able to convey information clearly is key. Consider role-playing with a friend to refine your communication skills.
✨Emphasise Continuous Improvement
Be ready to discuss how you've identified opportunities for process optimisation or automation in previous roles. Highlight any initiatives you've led that improved efficiency or user satisfaction, as this aligns perfectly with the role's focus on driving continuous service improvement.
