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Senior Manager - End User Services

  • Location: City of London
  • Salary: £60000.00 - £67000.00 per annum per year
  • Job Type:Permanent

Posted 21 days ago

  • Sector: Financial Services
  • Contact: James Taylor
  • Start Date: ASAP
  • Expiry Date: 06 February 2022
  • Job Ref: JN -012022-466787

Hydrogen Group are currently looking to recruit a Senior Manager for end user Services for a fast-growing financial services company. The office is in North London and once restrictions are lifted there would be an expectation to be in the office 2 to 3 days per week. The salary is very competitive plus there is an excellent benefits package.

The role is to provide technical direction and team leadership for the service desk, end user computing and unified communications teams. This is a hands-on managerial role, with a key deliverable of creating a great service desk/end user experience using the latest and greatest technologies.


· Lead a team of 20+

· Work with the service desk manager to achieve the highest possible FCR

· Drive improvements across end user in line with Microsoft Modern Workplace principles to support the continued deployment of AAD/HAAD joined devices

· Ownership of Microsoft 365 inclusive of Defender for Endpoints, Endpoint Manager, Teams, Stream and AIP

· Support a multitude of endpoint devices inclusive of Windows 10 (physical/AVD/Windows 365/Citrix) and iOS (MacBook/iPad)

· Ensure incidents and service requests are dealt with within SLA

· Participate in daily scrums and stand-ups

· Ensure appropriate software updates, backups, anti-virus updates and patch schedules are in place to keep the environment secure/up to date and in line with industry standards

· Work closely with the IT security team to address highlighted vulnerabilities

· Participate in weekly CAB, ensuring all changes are reviewed and have the appropriate approval

· Incident management, including out-of-hours

· Maintain skills matrices, identifying skills gaps, and necessary training needs/opportunities to ensure a broad spread of critical skills

· Collaborate closely with technical leads to create technology roadmaps

· Manage third party relationships, including regular service reviews

· Develop, document, implement and maintain procedures and standards, in line with the ITIL framework

· Develop a detailed KB is maintained of technical elements supported by the team

· Maintain a database of software and operating system license details (SysAid)

· Ensure compliance across all supported environments

· Support evidence submissions for internal/external audits

· Stay on top of industry trends and make recommendations that would drive continuous improvement



· Delivery & Customer focused

· Experience in an IT environment working to ITIL processes with demonstrable track record

· Range of experience of supporting systems to a defined service level

· Experience of supporting 1000+ end users

· Experience leading support relationships and working with remote teams

· Deep technical understanding of end user computing, especially Microsoft 365

· Experience supporting business critical systems

· Good communication skills

· Highly motivated, with the ability to deliver continuous improvement

· Flexible, with the ability to adapt quickly to changing business needs

· Adaptable to change which may be out of their control

· Excellent written and verbal communication skills

· Working knowledge of security principles, ability to learn on the job.

· Maintains the security, confidentiality and integrity of information systems through the compliance with relevant legislation and regulations.


· Previous history in working a Financial Institution and understands the necessity of having a highly secured environment

· Strong people management skills

· Ability to influence at C-level

· MSP experience

· Solid grasp of telephony systems/unified comms

· iOS support

· Citrix support

Please note that at the present time the company are not looking to sponsor individuals to work in the UK