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About the Role

Reporting to the EUC (End User Computing) Manager within IT Operations, you will manage a team of EUC Engineers in the UK, sharing knowledge and practices with colleagues globally to provide a unified support model. This role is fully office-based in our central London office.

Responsibilities

• Coordinate and delegate team responsibilities and oversee daily functions.
• Manage team knowledge and training requirements for currency and optimal system management.
• Motivate the team and maintain a conducive working environment.
• Stay updated on relevant changes in standards, technologies, or methodologies.
• Perform administrative functions including task allocation, prioritization, tracking, and reporting.
• Conduct ongoing operational risk assessment and management.
• Provide direction, guidance, coaching, and mentoring to team members.
• Review team outputs for accuracy, quality, and compliance with policies.
• Operationalize and execute company plans and policies.
• Triage and prioritize incidents, and handle escalated tickets.
• Escalate incidents to appropriate third-party and internal partners.
• Respond to and assign resources for monitoring, reporting, and performance investigations.
• Manage resource requests for projects and business-as-usual activities.
• Measure and report on team performance against KPIs, SLAs, and other metrics.
• Lead and assist in onboarding and training team members.
• Ensure team compliance with all internal policies (e.g., security, HR).
• Drive operational process standardization through best practices, systems, and policies.
• Comply with and follow IT processes for incident, problem, and change management.
• Undertake line management responsibilities for the team.
• Perform other duties as directed.

Requirements

• Highly collaborative role in a hybrid, multinational environment.
• Strong customer service focus with commitment to building professional, responsive, and effective relationships.
• Ability to lead and guide internal and external teams to deliver high-quality outcomes.
• Enthusiastic and proactive approach; fosters collaborative working relationships.
• Ability to identify opportunities for process improvement.
• Ensures delivery of team and personal tasks in a professional and organized way, responsive to priorities.
• Able to work with autonomy.
• Ability to present issues and recommendations clearly and concisely.
• Able to assimilate large amounts of information quickly and interested in rapid learning.
• Commercially astute and keeps abreast of changing service delivery models.
• Ability to handle change effectively and deal with ambiguity.
• Ability to solve problems and think creatively, providing pragmatic solutions.
• Strong analytical skills and risk assessment capabilities.
• Motivated individual who works well with others and thinks clearly under pressure.
• Ability to shift priorities quickly while maintaining organization and control.
• Experience in the full asset lifecycle for the delivery and support of end-user device configuration, provisioning, commissioning, and reverse logistics is essential.
• Experience working with InTune and SCCM is required.
• Experience working for a multinational organization and collaborating with colleagues internationally is essential.
• Excellent verbal, written, and people skills.
• Ability to work and communicate with various levels within the organization, including senior leadership.

Skills

• ServiceNow or equivalent Service management Tool experience highly desirable.
• Delivery and maintenance of Office IT facilities including video conferencing suites highly desirable.
• Experience with Jamf is desirable.
• ITSM/SDM and/or ITIL qualifications desirable.
• Understanding of IT Frameworks (ITIL, Agile) desirable.
• Demonstrated experience of team leading or team management highly desirable.
• Experience in working in Cloud and On-Premise hybrid computing environments desirable.
• Experience working in a shared IT services environment is preferred.

Location

• London, UK

Work Type

• Office-based
• Hybrid

Experience Level

• Team leading or team management experience highly desirable

Education Level

• ITSM/SDM and/or ITIL qualifications desirable

About the Company

• Inizio is a global team formed in 2022 through the merger of Ashfield and Huntsworth, uniting decades of experience with cutting-edge capabilities to deliver impactful solutions across the commercialization journey.
• Our global network of over 10,000 experts operates across 50 countries, supporting clients with strategic insight, medical excellence, creative engagement, and real-world delivery.
• We work with the world's leading health and life sciences businesses to solve complex challenges and drive meaningful outcomes.
• At Inizio, we believe everyone should have the opportunity to thrive, grow, be curious, and make real change happen.
• We value inclusivity, recognize the power of diversity and inspire the next generation of change-makers.
• We are committed to building an inclusive and authentic workplace.
• We aim to recruit from a diverse slate of candidates and foster an environment that provides the right conditions for long-term success.
• Inizio may use AI technologies to support certain aspects of our recruitment process, but all hiring decisions are made by our human recruiting team.
• We are committed to fair, inclusive, and human-led hiring practices.

Equal Opportunity

• We are an equal opportunities employer.
• We believe in creating a dynamic work environment that values diversity, equity and inclusion.
• We welcome all applications regardless of race, color, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation and physical or mental disability.