End User Support Lead

LondonEnd User Support LeadOverviewA global FTSE250 financial services company (1,500+ users across 60+ locations) is seeking an experienced End User Support Lead to join the EMEA IT team in London. You'll be a key point of contact for all end user support, ensuring high-quality service delivery and driving continuous improvement across the region.Role & Responsibilities

• Lead the End User Support function for EMEA, managing incidents and service requests.
• Maintain service standards across all queues, ensuring timely assignment and resolution.
• Own and meet KPIs/CSFs aligned with IT strategy.
• Mentor, coach and develop the support team; ensure succession plans and training programmes are in place.
• Triage, troubleshoot and resolve incidents; collaborate with wider IT teams to manage expectations and deliver solutions.
• Maintain clear ticketing and knowledgebase documentation in ServiceNow.
• Promote best practice in technology adoption and use.
• Identify trends, risks and potential problems with the IT Manager.
• Ensure hardware, peripherals and software are operational and well maintained.
• Support and champion global IT policies (security, usage, incident management, data handling).
• Act as first point of escalation for EMEA support issues.
• Drive service improvement initiatives locally and globally, fostering a culture of learning and knowledge sharing.
• 70/30 hands-on vs. leadership responsibilities.

Essential Skills & Experience

• Proven experience leading an IT Support or End User Support team.
• Strong ServiceNow ITSM knowledge.
• Customer-focused with excellent communication and problem solving skills.
• Ability to manage high volumes, multitask, and stay calm under pressure.
• Self motivated, adaptable and team oriented.
• Solid understanding of Microsoft 365, Teams, SharePoint, OneDrive, Exchange.
• Active Directory & Azure AD administration skills.
• Fast learner with a commitment to continuous development.
• Willingness to work outside core hours when required.

Desirable

• ServiceNow ITSM
• CUCM
• CCST
• Cisco AMP
• Call centre tools

Package

• £60-70k base salary
• Up to 20% annual bonus
• Stakeholder pension (up to 10% employer contribution)
• Free lunch + subsidised breakfast
• Annual pay review
• Private healthcare
• Comprehensive benefits package