End User Services Team Lead

End User Services Team Leader (Projects)

Salary: £46,000 £61,450
Location: Cambridge, UK Hybrid, approximately 80% onsite
Contract: Permanent
Hours: Full time, 35 hours per week

About the Role

We are looking for an experienced End User Services Team Leader (Projects) to lead a team of senior technical specialists, oversee critical End User Services (EUS) initiatives, and ensure the effective delivery and operational performance of IT services.

This is a senior technology leadership position combining people management, project delivery, service management and technical oversight. You will work within a complex enterprise IT environment, balancing day-to-day operational stability with service improvement and the successful delivery of major projects and change initiatives.

Key Responsibilities

• Lead, coach and develop a team of Senior End User Services Engineers and technical subject matter experts.
• Manage contractors working on key End User Services projects, ensuring successful delivery and effective knowledge transfer.
• Take ownership of the planning, prioritisation and delivery of major End User Services projects and change programmes.
• Allocate resources effectively between operational support and project activity while maintaining service continuity.
• Ensure End User Services are delivered in line with agreed service levels, operational standards and business requirements.
• Act as an escalation point for complex technical incidents.
• Lead and coordinate major incident response activities where required.
• Ensure new and changed solutions are operationally supportable, appropriately documented and successfully transitioned into service.
• Provide leadership across the End User Services function.
• Work closely with senior stakeholders and other technology teams to deliver business and technical objectives.
• Drive continuous improvement, service optimisation and effective operational processes.

Working Arrangements

This is a hybrid role, with the successful candidate typically expected to spend approximately 80% of their working time onsite in Cambridge due to the leadership, collaboration and operational requirements of the position.

Flexible working arrangements may be considered where appropriate, including reasonable adjustments for candidates with disabilities or long-term health conditions.

About You

You will be an experienced IT operations and service delivery professional with a strong background in managing senior technical specialists and delivering complex End User Services projects.

You should be comfortable working in a fast-paced enterprise environment, managing competing priorities, influencing stakeholders at different levels and leading teams through organisational and technological change while maintaining strong operational performance.

Essential Criteria

• Experience leading senior technical specialists and subject matter experts.
• Proven experience delivering complex End User Services projects and major change initiatives.
• At least five years of operational experience within a complex enterprise IT environment.
• Strong stakeholder management skills, including experience working with senior leaders and directors.
• Experience leading major incidents, escalations and incident response activities.
• Strong knowledge of ITIL service management principles and processes.
• Strong technical knowledge across:
  • Microsoft 365
  • Endpoint Management, including Intune and/or SCCM
  • Windows
  • macOS
  • Mobile Device Management
  • Collaboration technologies
• Excellent communication skills, with the ability to explain complex technical concepts clearly and influence stakeholders effectively.

Desirable Criteria

The following experience would also be beneficial:

• Experience managing technical contractors and third-party suppliers.
• Experience working within a matrix-managed organisation.
• Knowledge of Citrix and/or VMware Horizon.
• Experience with Exchange, telephony and storage technologies.
• Knowledge of modern workplace technologies and solutions.
• Experience delivering process improvements, service optimisation and continuous improvement initiatives.

Candidates may bring relevant experience from a variety of professional backgrounds. If you meet the majority of the essential requirements and believe your skills are relevant to the role, you are encouraged to apply.

Benefits

The role includes a competitive benefits package, which may include:

• 28 days annual leave plus bank holidays.
• Private medical insurance.
• Permanent Health Insurance.
• Discretionary annual bonus.
• Group personal pension scheme.
• Life assurance of up to four times annual salary.
• Green travel schemes.
• Flexible working arrangements where appropriate.

Recruitment Process

The expected recruitment process may include:

1. Initial screening call with the Hiring Manager approximately 15 minutes.
2. First-stage virtual interview via Microsoft Teams.
3. Completion of a short role-related task as part of the first-stage assessment.
4. Final-stage interview conducted in person in Cambridge.

The closing date for applications is 18 September 2026, although applications may be reviewed on an ongoing basis and interviews may take place during or shortly after the closing period.

Candidates requiring reasonable adjustments during the recruitment process will be able to request these as part of the application process.

Successful candidates may be required to complete satisfactory background checks, including DBS checks, depending on the requirements of the role.

Equality, Diversity and Inclusion

We are committed to providing an equitable and inclusive recruitment process. Applications are welcomed from candidates of all backgrounds and communities.

Reasonable adjustments can be considered throughout the recruitment process to ensure candidates have an accessible and fair opportunity to demonstrate their skills and experience.

Role Summary

This is an opportunity for an experienced IT leader to combine technical leadership, people management, project delivery and service operations within a complex enterprise environment.

The successful candidate will play a key role in leading senior technical specialists, delivering major End User Services projects, managing operational performance and driving continuous improvement across the IT environment.