End User Services Team Leader
Title: End User Services Team Leader
Location: Hybrid – Leeds / Manchester, 3 days on site per week, 2 days remote
Salary: From £50,200
Who we are:
interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
Purpose of the role:
We are recruiting for a Team Leader to join our End User and Infrastructure Platform function leading our End User Services team. Following growth within our business, changes to technologies and ways of working, we established a focused team which consistently delivers effective support and innovative solutions for End User needs. This is an exciting opportunity for someone to join our well-respected IT teams in this hands-on and crucial role covering all aspects of End User IT, maintaining our strong standards, while continuing to refine and develop the team’s capabilities. In this role you will provide leadership and support to a skilled technical team that provide technical design, implementation and both remote and hands-on technical support, whilst proactively identifying opportunities for continuous improvement and effective problem-solving
Key Responsibilities:
- Leading a team of End User engineers in the design, build and provision end-user laptops/desktops and associated software, voice and video hardware and mobile devices
- Lead response to IT incidents assigned, perform incident resolution or when needed, escalation to the appropriate team
- Execute software installation and deployment to end user systems
- Ensure security and policy compliance while performing technical tasks
- Contribute to technical documentation, knowledge/training articles, procedures & process definitions
- Perform emergency and periodically planned administration tasks, maintenance/upgrades and configuration changes
- Lead and contribute to IT projects as needed and as coordinated by the assigned project manager
- Lead the provision of application and OS maintenance and support services, either directly to users of the systems or to service delivery functions
- Investigation and resolution of issues, performance monitoring, diagnostic gathering, troubleshooting and problem analysis
- Close collaboration with colleagues specialising in different areas, such as IT Service Desk, Infrastructure Services, Network and Telephony support, Information Security, vendors, and third-party support providers
- Resourcing demand for planned and reactive work across Manchester, Leeds, London and Edinburgh offices including planning and participation in an out of hours support rota
- Manage Windows and macOS devices using mobile device management (MDM), including configuration, compliance, and security policies
- Administer and support Office 365 applications and services, including user access, configuration, and ongoing maintenance
- Manage and maintain Audio Visual and video-conferencing equipment in our offices allowing efficient collaboration across offices and with staff working remotely.
- This role also requires flexibility as out of hours support will occasionally be required to support service restoration following sufficient experience within the supported environment.
Requirements
Skills & Experience Required:
- Experience of leading a technical team in a fast-paced organisation is preferable
- Experience of working in a customer focused end-user support function covering EUC and software, OS image building and installations, basic networking and support
- Strong experience of incident resolution, project delivery, change management and problem-solving activities delivered to agreed SLAs
- Good knowledge of Microsoft's product offerings including high level capabilities in M365
- Demonstrable experience of supporting Windows 11 and the associated
- Good understanding of Active Directory and Group Policy
- Experience with installation and support of Apple MacOS
- Deployment, administration, configuration and support of user endpoints (Microsoft Intune, Jamf)
- User endpoint/Application packaging and Management for Windows and MAC (Microsoft Intune, Jamf)
- Android, iPad and iPhone configuration and support
- Good understanding of software licensing (in particular Microsoft)
- Basic Network Understanding – Wi-Fi/wired connectivity, DHCP, DNS etc.
- Additionally, you will have knowledge and/or working experience of ITIL based service management and operational support, disciplines. Certifications such as MSCP and ITIL would be advantageous.
Benefits
- Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance – Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well-being Fund – Supporting your physical and mental wellness
- Retail Discounts – Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful.
interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive