End User Services Lead

Unilabs is on a journey to implement a new technology operating model, with a focus on centralising core services while retaining local expertise, optimizing supplier relationships, and aligning technology and location strategies. The aim is to enhance service delivery, improve efficiency, and support Unilabs' future long-term goals.

The lead on End User Services is responsible for Endpoint Management. The role requires significant experienced in the capabilities and management of the Microsoft endpoint environment of on-prem infrastructure, cloud-based services, and various endpoint configurations including OS, Corporate Applications, Azure AD, 365 & Endpoint Management suites. Expertise is required to translate our diverse end-users' needs and business demands into clear global technical design, policy, improvements, and issue resolution.

The role requires the individual to be autonomous and detail-oriented technical service manager able to manage suppliers, budgets, and resources with a mature level of interdependent leadership and an understanding of user-centric IT Infrastructure services to join our excellent team. As the technical service manager, you will be responsible for overseeing area budgets and technical topics and actively collaborating with the Technology Centres of Excellence (CoE) and markets in the technology roadmap.

Based in Porto the role will operate as part of the CoE resolve complex technical issues, mentor country, market and operational managers, and help the journey to continue to modernise our technology landscape and contribute to the ongoing transformation of the business.

There may be a requirement to travel as required by the business.

**Key responsibilities**

**Operational Governance and Service Management**:

- Oversee the day-to-day technology operations within the CoE, with a strong focus on delivering exceptional end-user support
- Champion our new technology Target Operating Model by modelling our new ways of working and driving continuous improvement initiatives that optimise service quality and reduce costs.
- Work with Service Management and Service Desk teams to manage SLAs and OLAs with key partners and ensure that services are optimized, operational backlogs are minimized, and services are delivered with mínimal disruption.
- Manage escalations and liaise with third-party suppliers to ensure high-quality operational services.
- Ensure suitable and optimal operational day-to-day governance with suppliers, resources, and team members.
- Provide weekly and monthly service reports on performance, incidents, changes, etc.
- Support in the transformation of the services and technology roadmap and deliver against agreed timelines and key milestones
- Ensure ITIL compliance by adhering to and help improve process as problem management, continuous improvement, knowledge management, change management and service management in general terms.
- Build and deliver within defined budgets

**Technical Implementation and Management**:

- Take ownership of managing, implementing, and documenting the technical solutions related to ConnectWise, Azure AD, Endpoint Management (Intune), Identity and Access Management (SSO), Microsoft 365 (Exchange, SharePoint, Teams, Security).
- Engage with software and hardware vendors to address complex issues and develop strategic roadmaps.
- Design life cycle processes including the recommendation, deployment, standardization, maintenance, and replacement of current and emerging PC technologies.
- Understand common workplace challenges and build creative solutions using the varied tools at your disposal.

**Collaboration and Communication**:

- Work with the wider business to leverage cost efficiencies
- Be flexible and agile, and able to adapt to changing requirements, schedules, and priorities.
- Contribute to relevant governance and steering forums to secure operational advisory for the IT service area.
- Excellent writing, planning, budgeting, estimating, and presentation skills.

**Requirements**:
**Technical Expertise**:

- 10+ years' experience and understanding of end-user technology architectures, including infrastructure, security, data, network, devices, and collaboration (preferably in a Microsoft-based environment).
- Extensive experience with workplace tools like Intune, and other modern workplace technologies (including imaging, scripting, patching, packaging, and deployment).
- Strong working knowledge of Microsoft 365 and Endpoint Management services, and all required tools and products.
- Experience integrating cloud-based offerings into desktop environments.
- Good understanding of the features and security components of Windows desktop operating systems (Windows 10, Windows 11, and Windows Virtual Desktops).
- Good understanding of authentication mechanisms such as ADFS and Directory Services (Active Directory, Group Policy).
- Awareness of Microsoft licensing structure and benefits/opportunities of different bundles.

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