Client Support Team Lead

CLIENT SUPPORT TEAM LEAD (End User Support)

• Department: Corporate IT
• Reports to: Client Support Manager (End User Support)
• Functional alignment: Client Support Operations Lead
• Role family: Client Support Leadership

Your Mission

As the Client Support Team Lead (End User Support), you will lead the day-to-day delivery of structured second-line and high-touch end-user support across assigned offices, business areas, or regional coverage. You will ensure End User Support engineers deliver consistent service, strong case ownership, and reliable onsite and escalated support in line with agreed workflows and support boundaries.

The role combines people leadership, service delivery oversight, escalation management, and operational improvement. It is responsible for maintaining service quality across onsite support, workplace readiness, user lifecycle activity, and higher-touch support needs while reinforcing repeatable, governed ways of working.

This role does not own global process design, IAM control frameworks, or endpoint platform engineering. Operational standards and process governance remain with the Client Support Operations Lead, while platform ownership and endpoint standards remain with EUC.

What You'll Do

• Lead and support a team of End User Support/ Client Support Engineers, providing direction, coaching, development, and day-to-day service oversight.
• Manage team workload, priorities, cover arrangements, and local or regional support activity to maintain effective service continuity.
• Act as the first escalation point for complex support cases, service risks, and people-related issues within the End User Support team.
• Ensure incidents, requests, and user lifecycle activities are progressed accurately and consistently within agreed service boundaries.
• Oversee case ownership, user communication, ticket quality, and adherence to operational workflows, SOPs, and escalation models.
• Support delivery of onsite support, executive support, event support, meeting room readiness, and device lifecycle activities using controlled and repeatable methods.
• Coordinate clean handoffs between Service Desk, End User Support, EUC, Identity, Infrastructure, Security, and other resolver teams.
• Monitor service performance, backlog, aging, and operational trends, taking action to improve consistency, quality, and responsiveness.
• Reinforce structured troubleshooting, reduction of rework, and safe shift-left from End User Support into Service Desk where appropriate.
• Support documentation quality, knowledge capture, and consistent service practices across offices, locations, and business units.
• Contribute to workforce planning, onboarding, succession planning, and capability development within a banded support model.
• Help identify recurring issues, service friction, and improvement opportunities, escalating them through the appropriate problem or improvement channels.

What You'll Bring

• Strong experience in end-user support, workplace technology support, or End User Supportenvironments, including experience leading or supervising others.
• Strong understanding of Windows and macOS environments, endpoint hardware, collaboration tools, peripherals, and workplace technologies.
• Experience coordinating onsite, escalated, and high-touch support activity in a structured service delivery environment.
• Working knowledge of ITIL-aligned incident, request, problem, and change practices.
• Strong people leadership, coaching, and stakeholder management skills.
• Ability to balance service quality, team development, operational control, and user experience.
• Awareness of endpoint lifecycle, asset controls, access governance dependencies, and support boundaries in managed enterprise environments.
• Flexibility to support multi-site or out-of-hours business needs where required.

While this job description captures the core responsibilities of the role, it is not exhaustive and may evolve in line with business needs and service maturity.

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