Senior IT End User Specialist

Job Purpose:
The Senior IT End-User Support Specialist plays a critical role in ensuring the delivery of high-quality, on-site IT support across regional Lucy Group functions. This role leads local IT support operations, managing other on-site specialists and acting as the primary escalation point for technical issues. By driving continuous improvement, user satisfaction, and operational excellence, the role contributes directly to Lucy Group’s digital enablement strategy. It ensures that end users can fully leverage available technologies, enhancing productivity and business value.

Job Context:
Operating within the Group Information Services function, the Senior IT End-User Support Specialist leads local support efforts and collaborates globally with peers across multiple countries. The role manages all local support staff, coordinates with cross-functional teams, and supports strategic initiatives including digital transformation and cyber resilience. It is embedded within a matrixed environment and interfaces with business leaders, technical teams, and external vendors.

Job Dimensions:

• Line management of local IT End-User Support Specialist (s)
• Supports users across multiple business units and functions
• Responsible for local IT asset lifecycle and compliance
• Manages vendor relationships and hardware/software procurement
• Oversees Teams meeting rooms, visitor systems, and desk moves
• Supports ServiceNow, Intune, SCCM, Microsoft 365, and D365 environments

• Acts as escalation point for cyber incidents and infrastructure issues

  
  Key Accountabilities:

• Lead local IT support operations, ensuring timely and effective resolution of incidents and service requests
• Manage and develop junior IT support staff, fostering a culture of excellence and continuous improvement
• Oversee deployment, configuration, and lifecycle management of end-user hardware and software
• Act as escalation point for technical issues, coordinating with global teams and vendors
• Ensure compliance with IT asset management policies, conducting audits and maintaining accurate records
• Support onboarding and offboarding processes, ensuring readiness and policy adherence
• Collaborate with business users to identify opportunities for automation and digital enablement
• Maintain and improve local Teams meeting rooms and visitor systems
• Respond to cyber security incidents, coordinating with central teams for resolution
• Create and maintain technical documentation and user-facing knowledge articles
• Manage procurement activities in alignment with global standards
• Support application packaging and deployment using Intune and SCCM
• Build strong working relationships with local business stakeholders, ensuring their IT needs, issues, and priorities are understood and proactively managed.
• Actively engage in and support regional IT initiatives, providing local insights, coordinating activities on-site, and ensuring successful project delivery.

• Maintain an accurate and up‑to‑date IT knowledge base by creating, reviewing, and improving technical articles, user guides, and troubleshooting documentation to support global consistency and service quality.

Skills, Experience and Qualifications

Behavioral Competencies:

• Manages Execution Ensures consistent delivery of support services
• Develops Talent Coaches and mentors junior support staff
• Drives Results Focuses on user satisfaction and operational efficiency
• Collaborates Builds strong relationships across IS and business units
• Ensures Accountability Maintains compliance and performance standards
• Tech Savvy Applies technical expertise to solve complex problems

Minimum Skills, Qualifications and Experience:

• Effective team supervision capabilities

• Advanced troubleshooting and technical support skills in an IT End-User Service or Desktop Services role (3yrs +)

• ITIL4 Certification, or 3+ years’ equivalent experience in IT Service Management
• Strong knowledge of Microsoft 365, Windows OS, and endpoint support
• Knowledge of IT asset management and procurement processes
• Excellent communication and stakeholder engagement
• Ability to manage vendors and coordinate inspections
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer service orientation
• Ability to work independently and collaboratively in a global team
• Awareness of Cyber Security and Information Security principles
• Operational experience of ServiceNow or similar ITSM system with an understanding of Incident Management; Change Management; Request Fulfilment practices.
• Excellent communication skills, both written and verbal, with a friendly, professional and approachable manner.
• Pro-active and reactive, self-motivated individual, flexible, well-organised, with the ability to manage and prioritise multiple tasks effectively in a dynamic environment.
• Collaborative team player with a positive attitude.
• Strong documentation and knowledge management skills
• Demonstrated commitment to delivering a high-quality end-user experience.
• Analytical mindset with a problem-solving approach and a drive for innovation and improvement.

Desirable Skills, Qualifications, and Experience:

• Degree in an IT related subject

• BYOD/MDM Deployment and Support
• Understanding of IT tools and platforms including Active Directory, Azure AD, Exchange, ServiceNow (or similar ITSM tools), Microsoft Entra, SCCM, Intune & Defender.
• An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS), including administration and operation.
• Project management certification or experience of delivering projects
• Strong understanding cloud technology and their application in enterprise environment.

Responsibilities:
1) User Support: Provide advice, training, and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business.
2) Data Management: Help others get the most out of data management systems by providing support and advice.
3) Client & Customer Management (Internal): Help manage internal clients by carrying out standard activities and providing support to others.
4) Administration: Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.
5) Faults Diagnosis and Correction: Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.
6) Documentation and Backup: Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.
7) Knowledge Management System: Use the knowledge management system to access specific information.
8) Operational Compliance: Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
9) Work Scheduling and Allocation: Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
10) Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Educational Requirements: Post-Secondary Non-Tertiary Education

General Experience Requirement: Sound experience and understanding of straightforward procedures or systems (7 to 12 months)

Managerial Experience Requirement: Very limited (0 to 3 months)