Technical Lead End User Operations (IT Support)

TL;DR

Technical Lead End User Operations (IT Support): Providing senior-level technical leadership and escalation support for end-user computing environments with an accent on technical standards, mentoring, and complex incident management. Focus on designing desktop build images, managing endpoint tools like Microsoft Intune, and ensuring device security and compliance.

Location: Hybrid, Hemel Hempstead, United Kingdom

Company

hirify.global provides critical software for public services, including emergency dispatch, healthcare, and transportation systems.

What you will do

• Act as the primary escalation point for complex desktop, hardware, and software issues.
• Lead major incident response for end-user computing outages and conduct root cause analysis.
• Mentor Desktop Support Engineers and oversee the onboarding and training of new team members.
• Design and maintain desktop build images, software packages, and configuration baselines.
• Manage endpoint tools such as the Microsoft Intune platform to ensure security hardening and compliance.
• Collaborate with Infrastructure, Security, and Networking teams to optimize the end-user experience.

Requirements

• Degree in IT or related field, or equivalent professional experience.
• Significant experience in enterprise desktop/end-user computing support.
• Advanced troubleshooting skills for Windows and macOS environments.
• Experience with endpoint management tools (Intune, SCCM/MECM, Ivanti, or JAMF).
• Strong knowledge of ITIL-based service management processes and ITSM tools (e.g., Ivanti ISM, ServiceNow).
• Must have pre-existing right to work and travel within the UK.

Nice to have

• Microsoft, ITIL, or CompTIA certifications.
• Experience with VDI technologies and device lifecycle management.
• Exposure to global enterprise environments and vendor management.

Culture & Benefits

• Private Medical Cover funded by the company.
• 25 days paid holiday with the option to buy or sell days.
• Life assurance cover equivalent to 4x basic salary.
• Group Pension Plan with employer contributions up to 8.5%.
• A selection of flexible benefits tailored to individual needs.