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About the Role
Lead the modernization of device management and office technology across a global private markets' firm. Shape the future of end-user support, endpoint management, executive technology services, and workplace experiences across multiple regions. Drive operational excellence and deliver a seamless technology experience for employees worldwide.
Responsibilities
- Manage end-user support across EMEA, including the London-based support team and Executive Support Specialist.
- Run the global Endpoint and Workplace Technology team across EMEA and other regions.
- Own difficult incidents, executive critical issues, technical changes, and recurring problems, working directly with the team to resolve them.
- Set daily priorities, clarify ownership, and help the team deliver support and project work.
- Lead Workplace Technology services, being responsible for the technology that enables collaboration (AV and meeting/event support), supports office operations, and delivers a high-quality workplace experience.
- Lead endpoint management operations, driving the processes, standards, and operational controls that keep devices and applications secure, healthy, and delivering a consistent user experience.
- Work with IT teams and suppliers across regions to fix issues and introduce improvements.
- Own service levels and operational performance, using service data, support trends, and user feedback to remove repeat issues, simplify support, and improve the user experience.
Requirements
- Run a technical support or endpoint function while remaining comfortable with hands-on work.
- Provide clear direction, make informed decisions, support team development and delivery, and provide deep technical mentorship.
- Solve difficult issues alongside the team rather than simply passing them on.
- Hands-on experience in user support, endpoint device maintenance, or corporate technology across multiple sites.
- Experience managing Windows and macOS devices through Microsoft Intune and Jamf, including Windows Autopilot, application delivery, and device configuration.
- Solid understanding of Microsoft 365, Entra ID, endpoint security and compliance, collaboration tools, Cisco Room Kit devices and meeting-room technology, and networking basics.
- A methodical approach to troubleshooting, major incidents, and root-cause analysis.
- Hands-on ServiceNow experience, including incident, request, problem, change, knowledge, and service reporting.
- The ability to guide a team, connect with senior partners, and work across regions.
Skills
- User support
- Endpoint device maintenance
- Corporate technology
- Windows device management
- macOS device management
- Microsoft Intune
- Jamf
- Windows Autopilot
- Application delivery
- Device configuration
- Microsoft 365
- Entra ID
- Endpoint security
- Endpoint compliance
- Collaboration tools
- Cisco Room Kit devices
- Meeting-room technology
- Networking basics
- Troubleshooting
- Major incident management
- Root-cause analysis
- ServiceNow
- Incident management
- Request management
- Problem management
- Change management
- Knowledge management
- Service reporting
- Team guidance
- Senior stakeholder engagement
- Cross-regional collaboration
Location
- London
Work Type
- Hybrid
Experience Level
- 8+ years of relevant experience
Education Level
- Relevant technical and service-management certifications are encouraged, although equivalent practical experience will be equally valued.
About the Company
- For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners.
- As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.
- In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive.
- Here, you will be encouraged to build on your strengths and acquire new skills and experiences.
- We are committed to fostering an environment of inclusion that promotes mutual respect among all employees.
- Understanding and valuing these differences optimizes the potential of both the individual and the firm.
Equal Opportunity
- HarbourVest is an equal opportunity employer.