Technical Lead – End User Computing

About the role

We are looking for a Technical Lead to own end‑user computing services, ensuring reliable support for laptops, desktops and network connectivity across the organisation. You will apply deep expertise in Nexthink, macOS, Windows and ServiceNow to resolve incidents quickly and improve overall employee experience.

Key responsibilities

• Provide advanced troubleshooting for complex incidents on Windows and Macintosh devices, minimizing business disruption.
• Manage escalated ServiceNow tickets, analyse trends, identify root causes and drive timely closure while maintaining high customer satisfaction.
• Coordinate with infrastructure, application and network teams to resolve cross‑domain issues affecting end‑user tools and connectivity.
• Configure, monitor and optimise Nexthink dashboards to proactively detect performance issues and software anomalies.
• Implement and maintain standard operating procedures for imaging, software deployment and configuration management.
• Perform remote diagnostics and on‑site support, ensuring rapid restoration of services.
• Apply endpoint security policies, patches and antivirus updates on both Windows and macOS devices.
• Document knowledge articles and troubleshooting guides in ServiceNow to improve first‑contact resolution.
• Analyse networking problems such as wireless connectivity, VPN access and DNS resolution and work with specialists to implement fixes.
• Lead small improvement initiatives to enhance device performance and streamline support workflows.
• Mentor junior analysts on best practices for communication, documentation and technical troubleshooting.
• Collaborate with procurement and asset management on hardware lifecycle activities.

Required profile

• Approximately 26 years of experience in end‑user computing support.
• Proven ability to lead technical teams and guide junior staff.
• Strong analytical mindset with a focus on root‑cause analysis.
• Excellent communication skills for interacting with global business stakeholders.

Required skills

• Nexthink
• macOS (Macintosh OS X) laptop support
• Windows operating system support
• ServiceNow ticketing platform
• Networking fundamentals (wireless, VPN, DNS)
• Desktop support and remote diagnostics
• Imaging, software deployment and configuration management
• Endpoint security, patching and antivirus management