IT Service Desk Team Lead

Contract:

Full Time, Permanent

Shifts:

37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hours unpaid lunch break

Work model:
Fully onsite

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

The Endpoint Lead is responsible for overseeing the delivery, security, and performance of endpoint services across the UK region. This role ensures a stable, compliant, and high-performing endpoint environment that supports business productivity and enhances user experience.

The position provides technical leadership and, where required, manages endpoint teams to ensure service excellence, SLA adherence, and continuous improvement. Acting as a key liaison between IT and business stakeholders, the Endpoint Lead ensures efficient operations while supporting strategic initiatives and transformation programs.

• Own and manage the End User Computing estate, ensuring devices, applications, and services are secure, reliable, and fit for purpose.
• Act as the primary point of contact for all EUC technical issues, escalations, and provide leadership and direction for EUC support activities, ensuring alignment with business needs and IT strategy.

• Design, implement, and maintain Microsoft Intune for device management (Windows, mobile, and other endpoints as applicable).
• Manage device compliance, configuration profiles, security baselines, and application deployment.
• Oversee patching, updates, and lifecycle management of end user devices.
• Ensure endpoint security and compliance with organisational and regulatory requirements.
• Administer and manage Microsoft Entra  (Azure AD), including identity, access, and authentication controls.
• Configure and maintain conditional access policies, identity security settings, and role-based access.
• Support identity-related troubleshooting for end users and integrate Entra  EUC services and applications.

• Ensure tickets are triaged, prioritised, and resolved in line with agreed service levels.
• Use data and metrics from Jira Service Management to identify trends, drive improvements, and report on service performance.
• Incident, Request & Problem Management
• Handle EUC tickets directly, including incidents, service requests, and escalations.
• Perform root cause analysis for recurring EUC issues and implement preventative measures.
• Coordinate with other IT teams and third-party suppliers to resolve complex technical issues.

• Act as a trusted technical advisor for EUC matters to users, managers, and senior stakeholders.
• Communicate clearly on incidents, changes, and improvements affecting end users.
• Gather user feedback to continuously improve the EUC service and user experience.

• Identify opportunities to automate, standardise, and optimise EUC processes and tooling.
• Maintain documentation for EUC systems, processes, and support procedures.
• Keep up to date with Microsoft, EUC, and IT service management best practices.

• Strong hands-on experience with Microsoft Intune and endpoint management.
• Proficient in Microsoft Entra  (Azure AD), including identity management, conditional access, and security controls.
• Solid technical knowledge of end user computing environments (Windows OS, applications, device lifecycle).
• Strong technical administration and configuration experience with Jira Service Management.
• Experience working in a ticket-driven support environment.
• Strong understanding of IT service management principles (incident, request, problem, and change management).
• Ability to manage…