Job Title: EUC Team Leader
Location: Glasgow Head Office (Hybrid: 4 days office / 1 day WFH)
Contract Type: Permanent
Salary: Competitive Salary (DOE) + great company benefits!
JOB PURPOSE:
To lead, develop, and manage the End User Compute (EUC) team, ensuring the delivery of high-quality, customer-focused IT services The role is accountable for team performance, capability development, device compliance and service improvement, while driving modern workplace initiatives, including cloud-first device, endpoint management and productivity platform strategies The EUC Team Leader will play a key role in enabling business transformation, supporting the evolution from traditional endpoint environments to modern, secure and cloud-managed workplace platforms
PRINCIPAL TASKS AND RESPONSIBILITIES:
The EUC Team Leaders day-to-day activities may include, but are not limited to:
- Lead, manage, and develop a team of EUC engineers, setting clear objectives and performance expectations
- Conduct regular 1:1 meetings, performance reviews, and personal development planning
- Drive a high-performance, accountable, and customer-focused team culture
- Plan and allocate resources effectively across BAU and project workloads
- Identify skills gaps and implement structured training and development plans
- Support recruitment, onboarding, and retention of team members
- Act as the primary escalation point for technical and operational issues
- Foster a culture of continuous improvement, knowledge sharing, and ownership
- Own the day-to-day operation of the EUC function, ensuring service levels and KPIs are met
- Manage and prioritise EUC ticket queues, ensuring efficient workload distribution and SLA adherence
- Act as an escalation point for complex incidents and major issues
- Ensure incidents, requests, and problems are managed effectively through to resolution
- Maintain and improve EUC processes, procedures, and documentation
- Produce and present service performance reports and insights to IT and business stakeholders
- Ensure a consistent, high-quality customer experience across all EUC interactions
- Support the management of modern endpoint and workplace device environments across the EUC estate
- Administer and maintain productivity and collaboration services, including user and device management
- Oversee policy, security, and compliance management across relevant endpoint and workplace management platforms
- Support integration between core workplace technology platforms in hybrid environments, including Microsoft and other cloud-based ecosystems where applicable
- Manage and optimise relevant cloud-based workplace and endpoint services
- Ensure endpoint security, compliance, and governance across all EUC devices
- Support and manage Microsoft technologies including Intune, Azure AD, and Microsoft 365
- Manage device configuration, deployment, and lifecycle using Autopilot and endpoint management tools
- Maintain endpoint security, patching, and compliance across the Windows estate
- Troubleshoot and resolve complex technical issues across EUC platforms
- Support application packaging, deployment, and optimisation
- Lead and support workplace transformation programmes
- Deliver and support endpoint and workplace transformation programmes, including migration to modern cloud-managed solutions
- Contribute to the development of EUC and modern workplace strategy
- Identify opportunities for automation, self-service, and service optimisation
- Collaborate with business stakeholders to define future-state workplace technology solutions
- Drive adoption of modern tools, digital working practices, and user experience improvements
- Work closely with IT teams, business stakeholders, and third-party suppliers
- Provide regular updates to senior IT leadership on service performance and key initiatives
- Act as a trusted advisor on EUC and workplace technology solutions
- Support cross-functional collaboration to improve end-to-end service delivery
- Ensure all EUC processes and documentation are maintained and up to date
- Identify and implement service improvements and best practices
- Contribute to knowledge base development and knowledge sharing
- Ensure compliance with security, governance, and organisational policies
KEY RESULT AREAS:
- Delivery of high-quality EUC services aligned to SLA and customer expectations
- Effective leadership and development of the EUC team
- Successful delivery of modern workplace and transformation initiatives
- High levels of customer satisfaction and service adoption
- Continuous improvement in service efficiency, automation, and performance
- Strong collaboration across IT and business functions
Qualifications & Experience:
- Ideally educated to S/NVQ level in Information and Communication Technology, or able to demonstrate equivalent relevant experience (essential)
- Full driving licence, as the role will require some travel and driving across the country (essential)
- Microsoft Intune certification(s) (essential)
- Experience with ITIL or similar (desirable)
- Microsoft certifications (e g , Endpoint Administrator, Microsoft 365) (desirable)
- Google Workspace or Google Cloud certifications (desirable)
Specific Knowledge:
- Proven experience of leading or managing an IT Support or End User Computing (EUC) team for at least three years (essential)
- Strong technical background in end user computing and IT service delivery (essential)
- Experience of delivering or supporting business transformation initiatives (essential)
- Strong understanding of endpoint security, compliance and policy management (essential)
- Experience delivering large-scale device or OS transformation programmes (desirable)
- Knowledge of automation and self-service technologies (desirable)
- Hands-on experience supporting Google Chromebook / Chrome OS environments (desirable)
- Working knowledge of Google Workspace administration (desirable)
- Experience with Google Cloud Platform (GCP) services (desirable)
- Experience working in hybrid environments (Microsoft and Google ecosystems) (desirable)
Specific Skills:
- Strong team leadership and people management capabilities
- Excellent communication and stakeholder engagement skills
- Ability to manage competing priorities across business-as-usual (BAU) activities and project delivery
- Strong problem-solving and decision-making skills
- Ability to drive service improvements through structured change
- Customer-focused mindset, with a strong sense of service ownership
Demonstrated Behaviours:
- Takes ownership and accountability for delivering outcomes
- Leads by example and inspires high performance across the team
- Remains calm, effective and focused under pressure
- Demonstrates a collaborative, inclusive and approachable leadership style
- Committed to continuous improvement and innovation
- Demonstrates strong awareness of business priorities and customer impact
- Committed to the ongoing development of both themselves and their team
Why join City?
This is an exciting opportunity to take a visible leadership role in a large, UK-wide facilities management business that is investing in modern workplace technology, service improvement, cyber resilience, and colleague experience
If you are an experienced EUC leader who thrives on ownership, service improvement, people development, and modern workplace technology, we would welcome your application
What We Offer:
At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives From exclusive perks to valuable rewards, we’re committed to ensuring our team feels valued, motivated, and empowered Our benefits include:
- 33 Days Holiday (Inc Bank Holidays)
- HealthShield Cashback Plan - Reclaim part of your dental/optical costs
- OneCity – Employee Discount Platform
- Employee Value Awards up to the value of £250
- Access to Costco Personal Membership Subscription
- Mental and Physical Health Services (Wisdom, Thrive, SkinVision)
- Electric Car Scheme (Criteria Applies)
- First Bus Commuter Club – Discounted Bus Travel
