Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
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.
Role Involves
Technical Leadership & Escalation Support
- 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.
Team Leadership & Mentoring
- 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.
End User Computing Engineering
- Help 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.
User Assistance & Stakeholder Engagement
- 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.
Documentation & Knowledge Management
- 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.
Collaboration & Continuous Improvement
- 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.
Technical Experience
- Significant experience in desktop/end-user computing support within an enterprise environment.
- Proven experience supporting Windows and macOS desktop environments.
- Advanced troubleshooting experience with hardware, operating systems, and enterprise applications.
- 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)
Service Management & Process
- 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.
Qualifications
Qualifications & Experience
Essential:
-
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.
Desirable:
-
Microsoft, ITIL, or CompTIA certifications.
-
Experience with VDI technologies and device lifecycle management.
-
Exposure to global enterprise environments and vendor management.
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
-
Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
-
25 days paid holiday with the option to buy/sell
-
4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
-
A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
-
A selection of flexible benefits to suit your individual needs
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
