Job Description:End User Support Team Leader
Full-timeEmployment Status: Full-TimeCompany Description
Hiring Manager: Amit RupareliaRecruiter: Dale LambertHours: 38.5 hours a week across five daysLocation: London with hybrid working (3 days per week in the Colindale/Farringdon office)Earliest closing date: 14/04/26
Hi! We’re UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!
We’re aiming to double in size as we help more people to stop wasting time and money—big ambitions, to be delivered by people like you.
Got your attention? Read on…
We put people first. It’s all about you.
We’re looking for an EUX Team Leader to lead our End User Experience Support function – someone who is passionate about both developing people and delivering a high-quality, reliable technology service.
You’ll be responsible for leading a team of EUX Support Analysts, ensuring day-to-day support runs smoothly while continuously improving how we deliver technology across the business.
This is a role for someone who can balance people leadership, operational delivery, and continuous improvement in a fast-paced environment.
Minimum requirements
Proven experience in End User / IT Support (4–6+ years)Strong experience with ServiceNow (ITSM) and managing support operationsExperience in a modern workplace environment (Google Workspace / M365, SaaS tools)Solid understanding of ITIL practices (incident, problem, change management)****Evidence of stepping into leadership (mentoring, leading workstreams, owning outcomes)Ability to drive improvements (process, on-boarding, service quality)Hybrid working, must complete 3 working days in the office per week Here’s the other skills & competencies we’re looking for you to bring:
Strong leadership skills with experience coaching, developing and managing performanceAbility to run a high-performing support operation, balancing priorities and maintaining service standardsConfident communicator, able to engage effectively with both technical teams and senior stakeholdersData-driven mindset, using insights to improve service delivery and user experienceStrong sense of ownership and accountability for team and service outcomesA passion for continuous improvement and simplifying how technology supports the businessAbility to manage pressure, handle escalations, and make clear decisionsA collaborative approach, working closely with teams across Technology, Security, and the wider businessWe work together. Your team and the people you will work with…
Reporting to the End User Support Team Leader, you’ll join a multi-discipline team who work to ensure our employees are able to work effectively and without interruption. On a day-to-day basis you’ll communicate with and support a diverse range of employees across the organisation.
We deliver progress. What you’ll do and how you will make an impact.
In this role, you’ll learn how to support end users with resolving problems with their technology and how to embrace new technologies. You’ll work across several IT Support channels, undertaking analysis of tickets, and contributing to automation work.
Key responsibilities will include:
People Leadership
Coach and develop your team through regular 1-on-1s, feedback, and structured development plansFoster a culture of accountability, collaboration, and continuous improvementSupport team members to grow their skills and progress in their careersService Operations
Own the day-to-day operation of the EUX Support serviceEnsure incidents, requests, and escalations are handled efficiently and effectivelyDrive accountability for SLA adherence, ticket quality, and user experienceAct as the primary escalation point for high-impact or complex issuesManage queue health, prioritisation, and workload distribution across the teamMaintain high standards across documentation, ticket hygiene, and knowledge managementSo why pick UW?
We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:
An industry-benchmarked salary. We’ll share it during your first conversation.Share Options and Save as You Earn scheme.Work-from-anywhere policy for up to 2 weeks per year.Discounts on our services and a free Cashback Card.Matched-contribution pension scheme and life assurance up to 4x salary.Family-friendly policies designed to help you and your family thrive.Discounted private health insurance, Employee Assistance line and free Virtual GP.Belonging groups helping shape an inclusive future.A commitment to learning and progression through our Career Development Framework with regular review and promotion cycles.…
