End User Support Site Lead | Belfast (Hybrid)

MCS Group is delighted to be partnering with a leading global organisation to recruit an End User Support Site Lead. This is an outstanding opportunity for an experienced IT Support Leader to take ownership of End User Services across a large and complex enterprise environment, leading a high-performing support team while driving service excellence, innovation, and continuous improvement.

This role combines hands-on operational leadership with strategic service delivery, offering the chance to influence technology adoption, improve user experience, and support business-critical operations across a fast-paced organisation.

The Role

As the End User Support Site Lead, you will:

• Lead and manage the local End User Services team, ensuring the delivery of a high-quality support experience for all users.
• Take ownership of on-site support operations, ensuring incidents, requests, problems, and changes are managed effectively and in line with agreed service standards.
• Oversee support across desktop environments, end-user applications, mobile technologies, and workplace IT services.
• Act as the primary point of leadership for End User Services on-site, providing guidance, mentorship, and operational direction to the team.
• Ensure ITSM and ITIL-aligned processes are followed across Incident, Request, Change, Configuration, Capacity, and Release Management activities.
• Work closely with Infrastructure, Security, Architecture, Service Management, Facilities, and wider technology teams to deliver a seamless end-user experience.
• Drive continuous improvement initiatives, identifying opportunities to optimise processes, automate manual tasks, and enhance support tooling.
• Champion innovation initiatives, including emerging technologies and AI-driven improvements across the support function.
• Lead investigations into recurring or high-impact issues, performing root cause analysis and implementing long-term solutions.
• Support technology projects, office moves, deployments, and regional or global rollouts, ensuring successful delivery at site level.
• Monitor and report on service performance metrics, using data and insights to improve operational effectiveness and user satisfaction.
• Ensure adherence to security, risk management, compliance, and business continuity requirements at all times.

What You'll Need

Essential Experience

• Previous experience working within large-scale, complex enterprise environments, ideally within highly regulated industries.
• 5+ years' experience in a Team Lead, Supervisor, or Management position within an End User Computing or Desktop Support function.
• Strong technical background supporting Windows desktop environments, Microsoft Office applications, Active Directory, SCCM/App-V, desktop hardware, and file and print services.
• Proven experience leading support teams in fast-paced environments with multiple competing priorities.
• Strong understanding of ITIL-based service management principles and processes.
• Excellent stakeholder management and customer service skills, with the ability to engage effectively at all levels of the organisation.
• Strong written and verbal communication skills, capable of translating technical concepts for non-technical audiences.
• Understanding of IT Security, Risk, Compliance, and Business Continuity requirements.
• Excellent troubleshooting and analytical problem-solving skills, including root cause analysis methodologies.

Desirable Skills

• Experience within financial services, investment banking, trading, or other highly regulated sectors.
• Exposure to supporting front-office or business-critical user populations.
• Experience driving automation, service improvement, or tooling enhancement initiatives.
• Involvement in regional or global technology deployment projects.
• Strong understanding of service reporting, KPI management, and operational metrics.
• Passion for emerging technologies and continuous professional development.

What's In It For You?

• Opportunity to lead a critical End User Services function within a global enterprise environment.
• High-profile role with visibility across both technology and business stakeholders.
• Exposure to large-scale transformation, innovation, and AI-focused initiatives.
• Collaborative and supportive culture with strong investment in technology.
• Hybrid working model offering flexibility and work-life balance.
• Competitive salary, bonus potential, and comprehensive benefits package.
• Excellent opportunities for career progression and professional growth.

Interested?

If you're an experienced IT Support Leader looking for the next step in your career and want the opportunity to shape service delivery within a complex enterprise environment, I'd be keen to speak with you.

To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Senior Recruitment Consultant Stuart Kennedy at MCS Group on 02896935520 or s.kennedy@mcsgroup.jobs.

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs.