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LondonEnd User Support Lead
 
Overview
A 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