This role leads the operational delivery of modern workplace technologies across the organisation, driving efficiency, security, and user satisfaction. The position combines strategic planning with hands‑on management of end‑user systems, communication tools, and IT support operations to ensure a seamless, secure, and agile digital environment.
The Senior End User Support Analyst has the following key objectives and core responsibilities:
* To ensure that the desktop services function is fit for purpose throughout the organisation, taking into account trends and the future requirements of the business as well as providing an efficient and cost‑effective operational service to staff.
* To define, create and implement the strategic framework of all internal and external IT communications & collaboration systems and software to ensure their effectiveness, security, scalability, flexibility, and continuity of operation.
Key Responsibilities
* Oversee the lifecycle of end‑user devices, DaaS platforms, and IT assets, ensuring strategic alignment, cost efficiency, and continuous improvement.
* Lead a high‑performing IT support team, providing technical guidance, process optimisation, and a proactive service culture focused on user experience.
* Manage IT service operations, including asset management, licensing, and vendor relationships, ensuring accuracy, accountability, and compliance.
* Drive modern workplace initiatives—implementing AI‑enhanced support systems, collaboration tools, and process automation to optimise service delivery and workforce agility.
* Ensure adherence to ISO 27001 and internal governance frameworks, maintaining operational readiness, incident management, and stakeholder transparency.
* Deliver regular reporting on performance metrics, service levels, and expenditure to senior leadership, supporting evidence‑based decision‑making.
* Support staff training and communication systems adoption, enabling a skilled, collaborative, and securely connected workforce.
Success Measures
* Consistent delivery of the Modern Workplace Plan within defined timelines and budgets.
* High service satisfaction scores and SLA compliance across IT operations.
* Demonstrable efficiency and cost savings through automation, improved workflows, and technology optimisation.
* Full compliance with security, patching, and operational governance standards.
Reporting Relationships
Reporting to: Director of Modern Workplace and Business Security
Direct Reports: EUS Analysts
Working closely with: Infrastructure & Security Teams and the rest of the Positive Change Group
Qualifications, experience & skills
3+ years of commercial experience, including:
* Managing IT operations and service delivery, ensuring effective day‑to‑day management of IT support, infrastructure, and collaboration tools.
* Hands‑on IT service management, with a strong understanding of ITIL frameworks and best practices.
* Supporting modern workplace technologies, including cloud‑based collaboration tools, device management, and enterprise security solutions.
* Working with business leaders and IT teams to ensure alignment of IT services with organisational needs.
* Managing IT support functions, including overseeing help desk operations, ticketing systems, and IT asset management.
* Monitoring and maintaining IT infrastructure, including network services, email, hosting, and desktop environments.
* Supporting IT governance and compliance, implementing security and operational policies in line with company frameworks.
Technical Expertise
2+ years of commercial experience in:
* Microsoft 365 and Azure AD administration, including access controls, security policies, and user management.
* Microsoft Exchange, SharePoint, and Teams Administration, ensuring seamless communication and collaboration.
* Endpoint security and compliance, including device management via Microsoft Intune & Jamf.
* PowerShell scripting for task automation, improving operational efficiency.
* Active Directory and Identity Management Solutions, ensuring secure authentication and access control.
* Security and compliance monitoring, assisting in audits and risk management processes.
Qualifications & Certifications
* A degree (or equivalent) in IT or a related field.
* Additional certifications desirable, such as ITIL Foundation, Microsoft 365 Certified: Modern Desktop Administrator, or Microsoft Certified: Security, Compliance, and Identity Fundamentals.
In addition to a competitive salary based on skills and experience, as an employee at Black Sun, you will have access to a range of great benefits and perks, including:
* 25 days holiday per year with ‘bonus’ days for long service
* Discretionary bonus scheme
* Group life assurance
* Employee assistance programme
* Access to an online GP service via Health Hero
* Hybrid working—at least 3 days a week in the office for many roles
* Stunning offices in Fulham Palace
* Weekly themed breakfast, fruit and snack cupboard
* Monthly “Thirsty Thursdays”
* Regular company events
About Us
The Positive Change Group Business is changing fast—shaped by AI, transparency and rising social expectations—and trust now decides who wins.
Positive Change Group brings together specialist agencies in reporting, culture and communications to help organisations build stronger, more connected stakeholder relationships—aligning what you say with what you do to drive performance, resilience and trust. Clients get deep specialist expertise with seamless access to wider Group capabilities as priorities evolve.
We’re trusted partners to some of the world’s leading organisations, delivering award‑winning work that turns complex challenges into meaningful progress. By combining human insight with data and technology, we create intelligent stakeholder engagement that brings clarity, builds commitment and delivers measurable impact.
One partner across your stakeholders—practical, joined‑up and built for what’s next.
Join The people driving positive change
Change starts with people. Our global teams bring together different disciplines, nationalities and perspectives, driven by a shared belief that business can be a force for good.
Guided by our Group Values—to learn and grow, go together, show respect, be courageous and deliver excellence—we bring these principles to life every day through our work and each other.
We call it The Changemaker Way: a culture built on trust, inclusion and doing what’s right. It’s how we learn, lead and grow—and make a difference that lasts.
Joining The Positive Change Group means becoming part of an inclusive, dynamic community where your talents are nurtured, and your career can thrive. With competitive salaries, hybrid working, and continuous professional development, you’ll not only grow but also have the opportunity to make a difference every day, shaping the future of communications—and having fun along the way.
Equal Opportunities
We pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best work and be relevant in a rapidly changing world. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps we can take to ensure your recruitment process enables you to present yourself in a way that makes you comfortable.
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