Technology Specialist

The Technical Lead End User Operations role provides senior-level technical leadership and acts as the escalation point for the team. This role is responsible for ensuring high-quality end-user support services, driving technical standards, mentoring engineers, and coordinating complex incidents and problem management activities. The Technical Lead will oversee desktop support operations, ensure adherence to ITIL best practices, and work closely with infrastructure, security, and application teams to improve the end-user computing environment.

Responsibilities

Act as the primary escalation point for complex desktop, hardware, and software issues; Provide advanced troubleshooting and root cause analysis for recurring incidents; Define and enforce technical standards, procedures, and best practices for end-user support; Lead major incident response for end-user computing-related outages; Provide technical guidance and mentoring to Desktop Support Engineers; Assist in onboarding and training new team members; Support performance improvement through coaching and knowledge sharing; Design, deploy, and maintain desktop build images, software packages, and configuration baselines; Manage endpoint tools such as Microsoft Intune platform; Ensure patching, security hardening, and compliance across end-user devices; Evaluate and recommend hardware, software, and tooling improvements; Provide advanced user support and guidance for VIPs and business-critical users; Communicate technical issues and resolutions clearly to non-technical stakeholders; Work with business units to understand requirements and improve end-user experience; Maintain and improve technical documentation, SOPs, and knowledge base articles; Ensure accurate asset and incident records within Ivanti ISM; Document root cause analyses and improvement actions; Collaborate with Infrastructure, Security, Networking, and Applications teams on cross-platform issues; Participate in technology roadmaps and service improvement initiatives; Identify opportunities for automation, standardisation, and cost optimisation

Requirements

Degree in IT or related field, or equivalent professional experience; Strong experience in enterprise desktop/end-user computing support; Advanced troubleshooting of Windows/macOS, hardware, and enterprise applications; Experience with endpoint management tools (Intune, SCCM/MECM, Ivanti, JAMF, or similar); Knowledge of ITIL-based service management processes and ITSM tools (Ivanti ISM, ServiceNow); Proven experience in a senior or lead technical role, including mentoring or escalation management; Strong communication and stakeholder engagement skills; Significant experience in desktop/end-user computing support within an enterprise environment; Proven experience supporting Windows and macOS desktop environments; Experience with endpoint management platforms such as Microsoft Intune; Strong knowledge of desktop security, patching, and device compliance practices; Experience supporting Microsoft 365, collaboration tools, and corporate productivity platforms; Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi); Experience working within ITIL-aligned service management frameworks (Incident, Problem, Change, Request); Experience using enterprise ITSM tools such as Ivanti ISM, ServiceNow, or equivalent; Ability to perform root cause analysis and drive problem management activities; Pre-existing right to work and travel within the UK

Nice to have

Microsoft, ITIL, or CompTIA certifications; Experience with VDI technologies and device lifecycle management; Exposure to global enterprise environments and vendor management

Benefits

Private Medical Cover funded by NEC for Employees; 25 days paid holiday with option to buy/sell; 4 x basic salary life assurance cover funded by NEC; Group Pension Plan with employer contributions up to 8.5%; Selection of flexible benefits