IT End User Support Manager

Osborne Clarke are seeking an experienced IT End User Support Manager to join our growing IT department in our Bristol office.
This newly created position will play a crucial role in managing the IT Service Desk and IT Desktop Support teams, ensuring the seamless delivery of IT support and services across the organisation.

This is a permanent position offering hybrid working.

The role

The IT End User Support Manager will be a key member of the IT Service Delivery Team, promoting collaboration, team working, and innovation. This role will involve leading the IT support functions, engaging with stakeholders, managing service incidents and fostering a culture of excellence within the team.

Other key responsibilities include:

Lead IT Support Functions: Lead, develop, mentor and manage the IT Support functions, including Service Desk and Deskside Support, ensuring they provide timely and effective assistance to all users. Implement best practices to enhance service efficiency and user satisfaction whilst actively engaging with business managers to ensure satisfaction.

Service Incident Management: Ensure that all IT service incidents and requests are tracked against established Service Levels. Implement processes to quickly resolve incidents and minimise downtime, thereby maintaining high levels of user productivity.

Policy Enforcement: Ensure compliance with IT policies and procedures within the team. Implement and enforce IT service management standards and best practices, such as ITIL, to maintain high service quality and operational efficiency.

We are looking for

• Strong leadership and team management skills to effectively coordinate and guide the IT service delivery teams. Has the ability to mentor and coach team members, fostering their professional growth and development.
• Demonstrated ability to inspire and motivate a team to deliver exceptional customer service within an ITIL framework.
• Excellent communication skills to interact with team members, stakeholders, and users, ensuring clear and effective information exchange.
• Advanced problem-solving abilities to address and resolve technical issues and team-related challenges.
• Strong decision-making skills and effective time management skills to prioritise tasks, manage workload, and meet deadlines.
• Strong analytical skills to assess team performance, identify areas for improvement, and implement effective solutions.
• High attention to detail to ensure accuracy and quality in service delivery and reporting.

Technical Skills

• Managing and maintaining end-user devices, proficiency with Windows, MacOS, iOS, and Android, Azure Virtual Desktops.
• Experience with patch management tools and processes and skills in deploying and managing software applications.
• Good knowledge of TCP/IP, DNS, DHCP, and VPNs, Zscaler.
• Familiarity with Microsoft 365, Google Workspace, and cloud storage.
• Working knowledge of ITIL principles and practices.
• Skills in planning, executing, and monitoring IT projects.
• Ability to monitor and analyse performance metrics, digital employee experience
• Knowledge of disaster recovery planning and implementation.
• Understanding of compliance requirements and regulations.
• Ability to create and maintain detailed documentation and reports.
• Strong skills to support end-users and address technical issues.
• Excellent skills to convey technical information to non-technical stakeholders and collaborate with IT teams.

Salary and benefits

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Our recruitment process

We welcome direct applications for our opportunities - if you would like any further information about this role or the firm, we would be delighted to hear from you. Please contact, in complete confidence, Dan Jones (Recruitment Manager) at dan.jones@osborneclarke.com.

Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.

We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.

About Us

Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations*. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it's fundamental to our success.

At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.

*Services in India are provided by a relationship firm]]>