End User Support Manager

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Final date to receive applications: 8 March 2026

Department: Technology Services

Employment Type: Permanent - Full Time

Location: London or Edinburgh

Compensation: GBP 61,023 - GBP 72,733 / year

London - GBP 65,460 - GBP 72,733
Edinburgh - GBP 61,023 - GBP 67,803

At the NMC, we're committed to delivering excellence by living our values and behaviors every day. We foster a workplace built on these, ensuring every team member thrives and contributes to our purpose. This role is aligned with our behavior framework, and we'll assess you on four of these
- Leading with purpose, Impactful decision-making, Acting with purpose and Achieving results - in addition to your technical skills and experience. Please read the person specification in the job description for further details of exactly what we'll be assessing you on.

We're looking for someone to join as an End User support Manager. In this key role, you'll be responsible for leading the end user support, applications support and assets management team in overseeing the delivery of timely and effective IT support, managing processes, resolving escalations, and ensuring service level agreements (SLA). In this role, you will also be responsible for developing support strategies, fostering relationships with both internal and external stakeholders, such as other departments and third party vendors to improve support operations and align IT support with business objectives and goals.

We're look for highly skilled individual with the key skills and experience:

• Effectively manage, mentor and develop a team, including performance management, coaching and workforce planning
• Oversee and manage the day-to-day operations of the End User support service to ensure a efficient and high quality service. As well as lead on IT projects.
• Ensure to adhere to incident, problem and change management. Continuously looking for way to improve efficiency, reduce ticket volume, and repeated tasks/issues.
• Build and maintain relationships with other departments, as well as third party vendors.
• Develop and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to measure and drive continuous improvement

• 30 days annual leave
• Enhanced Pension Contributions via our attractive Pension Scheme - with a basic 8% employer contribution as standard which increases up to 14% with optional added Employee Contributions
• Life Insurance - 4 x current salary
• Hybrid working
• Enhanced Maternity and Paternity Leave
• 24 Hours Employee Assistance Programme
• Cycle to Work Scheme
• Perkbox membership
• Subsidised restaurant in our Portland Place office
• Season ticket loans

The role you are applying for is a flexible role, and whilst you will be posted initially to a team, this may require movement between teams as the flow of work dictates. You will of course understand that this flexible approach enables us to provide the best possible service to our registrants and reach the outcomes to our cases quickly and within a reasonable timeframe.

This will not change your terms and conditions and will be discussed with you prior to you taking up the post.

We are currently working to a policy of office attendance for two days per week with the rest of the time working from home. Before submitting your application, please ensure you are able to commit to working in one of our office locations twice per week. If you are applying for a part-time role, please pro-rata office attendance based on the number of days you would be working.

It is expected that staff new to the NMC will ordinarily be appointed to the bottom of the relevant pay band. However in exceptional circumstances, it may be possible to offer a salary above the bottom of the relevant pay band but we may request proof of current earnings. Please note that we offer an annual review of salaries and adopt a generous progressive pay approach.

Further details of which are available on request.

For our internal colleagues, you will be paid in accordance to our internal pay policy.

We will provide reasonable adjustments to support disabled candidates throughout the recruitment process. Please let us know if you need any additional support to enable you to make an application with us.

All of our roles are subject to pre-employment checks. We are in the process of introducing a vetting policy, and it is possible that this role may become subject to DBS and further vetting checks in future.