End User Services Manager

£60,000 | Manchester | Permanent
Posted 22 days ago

End User Services Manager
£55,000 - £60,000 Base salary

The End User Services Manager is responsible for the end-to-end delivery of End User Services to the company. End User Services includes but is not limited to Desktop Services, Printing and Telephony. The role is accountable for managing day-to-day service delivery, inventory and asset management, service level metrics and strategic planning of the estate. The Desktop Services Team is split over three seperate sites, so management of staff remote from your location is key.

The successful candidate will provide 24/7 incident support management as per duty incident manager rota.


• As the owner of a significant proportion of the organisations IT services, you will manage day-to-day operations through the appointment of local leads. This includes asset management, availability management and capacity management.
• Build the team and the support processes to effectively run and maintain a good service to SLA.
• Build metrics to support the service level assessment
• Build a VIP support model that differentiates itself from a BAU service standard.
• Manage 3rd Parties to ensure esure gets value for money from the services

End User Services
• Manage on-site support to end users and VIPs, and support the resolution of these issues by 3rd party outsource providers where applicable
• Ensure the correct functioning of those systems which are not outsourced.
• Develop the on-site desktop teams to run efficient services and automate time consuming manual tasks.
• Manage the team to own problems through to their effective and timely resolution whilst mitigating impact to the end-user.
• Ensure the service management tool is used effectively and broadcast the importance of that message.
• Manage end-user devices and have the team manage various planned activities as required, e.g. desk moves, new users, etc., in conjunction with 3rd party outsource providers as required.
• Provide input into projects acting as the key stakeholder for Desktop, Print and Telephony services
• Development and maintenance of operational policies, standards, procedures and guidelines for an IT Service team.
• Assist with the development of long term strategic roadmaps as the company prepares for adoption of cloud-based services
• Contribute to asset management audits and review and action audit reports
• Ensure projects and team produce and maintain technical documentation and user guides for relevant systems
• Manage and maintain the appropriate cyber security levels across the EUC estate working hand-in-hand with IT Security.
• Setting objectives and targets, identifying training needs and completing appraisals for all team members.

Service Management
• Contribute to other IT Service Management processes, such as but not limited to, Risk Management, Service Level Management, Asset and Configuration Management, Service Reporting, Capacity Management.
• Responsible for Service Reporting across ITIL processes as directed by the process owner.
• Maintain adequate levels of documentation across all ITIL processes in use, within IT Service and assist with our desire for ISO27001 compliance.
• Manage and maintain continual service improvement items across the EUC function.

What will make you stand out....

ITIL Foundation as a minimum, prefer ITIL practitioner or manager level
• Experience managing geographically dispersed teams and owning either telephony or desktop estates, preferably both.
• Positive, can-do attitude to problem resolution and interaction with the end-user community.
• Have an awareness of your audience and be able to tailor your language and approach to suit them.
• Good team player whose attitude and behaviour enhances team performance and promotes a positive attitude and a whole company mindset
• Customer focused. Able to adapt style to suit a situation and deal with demanding situations with a degree of patience.
• Able to make decisions and judgements and recognise the impact of them.
• Reliable and willing to work a shift pattern and flexible to cover annual leave, sickness or other.
• Be prepared to take accountability and guide your team to own the problem.

For more information about this role, please contact:

Andy Banks

01442 509 072

See Andy Banks's jobs
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