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.