Location: Hemel Hempstead (Hybrid – 3 days per week in office)
Permanent | Full Time
Competitive salary + benefits
Overview
We are looking for an experienced EUC & Desktop Services Manager to lead the Desktop 2nd line team and drive our End User Computing strategy across the business. The role focuses on day‑to‑day operations, device lifecycle management, and EUC transformation projects to ensure modern, secure, and efficient technology for our employees.
Responsibilities
- Lead and develop the Desktop 2nd line team through regular one‑to‑one meetings, performance development plans, and team meetings.
- Oversee daily desktop operations and service performance, managing incident response and resolution targets.
- Drive the EUC strategy, evaluating new devices and technologies and delivering transformation projects.
- Own device lifecycle management, including selection, procurement, and hardware compliance.
- Implement automation to improve the efficiency of building, deploying, and supporting desktop devices.
- Act as a key escalation point for tickets and complex team issues.
- Manage IT asset stock availability and data accuracy across the EUC estate.
- Lead customer satisfaction initiatives, including surveys and ticket spot checks.
- Oversee onboarding of new IT services into support systems, service catalogue, and training trackers.
- Contribute to multi‑year EUC estate planning and cost optimisation.
Qualifications
- Proven experience managing IT or desktop support teams, including performance development and mentoring.
- Strong background in EUC operations or desktop support management.
- Experience delivering EUC projects or device rollouts in a live environment.
- Hands‑on knowledge of Microsoft Intune, Autopilot, and modern device management platforms.
- Understanding of device lifecycle management, compliance requirements, and security standards.
- Excellent communication skills – able to translate technical concepts for varied audiences.
- Strong organisational skills with the ability to balance operational and strategic demands.
- Calm, empathetic leadership style with the ability to make decisions under pressure.
- Microsoft qualifications and/or desktop technology certifications (desirable, not essential).
- Experience with Service Management or Product Management environments (advantageous).
Benefits
- 25 days holiday + bank holidays + holiday buy scheme.
- Annual bonus.
- 20% discount on both Haven and Warner Hotels holidays for you, family and friends.
- Comprehensive wellbeing support.
- Exclusive discounts with corporate partners.
- Career pathways, including learning and development opportunities such as apprenticeships and degrees.
- Enhanced family‑friendly policies and pay (eligibility criteria applied).
Equal Opportunities
Diversity, equity, and inclusion are at the heart of who we are and what we do. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part‑time or a job‑share. We genuinely care about every candidate’s experience during the recruitment process and are here to provide support where we can.
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