Lead and develop a high-performing EUC team, delivering exceptional service. Redefine the IT Service Desk using AI-driven automation. Develop a roadmap for EUC services aligning with IT strategy and business growth. Own and evolve the EUC technology stack, managing the full device lifecycle. Champion exceptional end-user experiences, handling service requests and complaints. Ensure all solutions adhere to security and compliance standards. Oversee EUC infrastructure, including physical and virtual environments. Manage relationships with IT service providers and vendors.

Jagex

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<section aria-labelledby="job-description-title" class="styles--3vx-H" data-ui="job-description"><h2 id="job-description-title">Description</h2><div>Are you passionate about delivering world-class technology experiences that empower teams to do their best work? At Jagex, we’re on a mission to revolutionize End User Compute (EUC), and we need a dynamic leader to take charge!&nbsp;Leading a team of talented technicians, you'll go beyond traditional IT support, delivering innovative solutions, automation, and transformative service improvements that enhance productivity across the business. You'll collaborate closely with Senior Management, Product Owners, and Delivery Leads, translating business needs into smart, data-driven technical strategies that push the boundaries of efficiency and innovation.&nbsp;Your leadership will ignite a culture of continuous improvement, ensuring security, compliance, and top-tier service while fostering strong partnerships with key IT service providers and vendors. Through strategic vision, automation, and service excellence, you will shape the future of EUC at Jagex—driving growth, innovation, and measurable impact across the company. If you're passionate about leading change, optimizing technology, and delivering a world-class IT experience, this is your opportunity to make your markWhat you'll be doing:Service Transformation &amp; Automation<ul> <li>Lead, mentor, and develop a high-performing EUC team that delivers exceptional service with a customer-first mindset.</li> <li>Redefine the IT Service Desk experience and drive transformation through AI-driven automation, analytics, and best-in-class support strategies.</li> <li>Develop a forward-thinking roadmap for EUC services that aligns with IT strategy and business growth.</li> <li>Establish and track KPIs, SLAs, and XLAs to optimize end-user satisfaction and service performance.</li> </ul>Service Desk &amp; Endpoint Management<ul> <li>Own and evolve the EUC technology stack from endpoint management to collaboration tools and digital workplace solutions.</li> <li>Manage the full device lifecycle (desktops, laptops, mobile, virtual desktops) for optimal cost control and user experience.</li> <li>Oversee Intune, Autopilot, Horizon, and VDI to ensure security, performance, and compliance.</li> <li>Continuously improve ITSM processes (incident, problem, change management) to enhance service delivery.</li> </ul>Customer Experience &amp; Communication<ul> <li>Champion an exceptional end-user experiences turning IT into an enabler, not a barrier. Own customer satisfaction, handling service requests, issues, and complaints with a focus on continuous improvement.</li> <li>Develop seamless digital workplace solutions for hybrid, remote, and international onboarding scenarios.</li> <li>Create clear, proactive IT communications to keep users informed and engaged.</li> <li>Implement experience-level agreements (XLAs) to measure and enhance service effectiveness.</li> <li>Drive a culture of proactive problem-solving to reduce ticket volume and increase user satisfaction</li> </ul>Security &amp; Compliance<ul> <li>Ensure all end-user computing solutions adhere to security and compliance standards.</li> <li>Champion and enforce security best practices, including Zero Trust, Secure Access Service Edge (SASE), endpoint protection, and access controls.</li> <li>Collaborate with the information security team to identify and mitigate security risks, vulnerabilities, and incidents.</li> <li>Ensure compliance with endpoint security policies, vulnerability management, and patching strategies.</li> <li>EUC Infrastructure &amp; Futureproofing</li> <li>Oversee the deployment, maintenance, and evolution of end-user computing infrastructure, including physical (Desktops, Laptops, Mobile Devices) and virtual (On-Prem &amp; Cloud VDI) environments.</li> <li>Develop, plan, and implement strategies to enhance the end-user experience by optimizing hardware and software configurations.</li> <li>Stay ahead of emerging EUC trends, including Windows 365 Cloud PC, AI-driven ITSM automation, BYOD, and hybrid workplace solutions.</li> <li>Target a measurable reduction in service desk ticket volume through proactive issue resolution and self-healing endpoints. </li> <li>Vendor &amp; Stakeholder Management</li> <li>Manage relationships with IT service providers and vendors to ensure efficient service delivery and cost-effectiveness.</li> <li>Collaborate with Procurement and Facilities to source cost-effective solutions, including local procurement when necessary.</li> <li>Engage with stakeholders to understand their IT requirements and align technology solutions with business goals.</li> </ul>What you'll need:<ul> <li>Proven commercial experience in a similar role leading IT EUC teams.</li> <li>Strong leadership and mentoring skills with a track record of developing high-performing teams.</li> <li>Exceptional interpersonal skills, with a focus on listening, problem-solving, and stakeholder collaboration.</li> <li>Strong organizational and prioritization skills, capable of managing multiple projects simultaneously.</li> <li>Ability to translate technical concepts into business-friendly language.</li> <li>Experience defining processes and standards in support of corporate IT policies.</li> <li>Proficiency in ITSM tools, AI-driven automation, and ITIL frameworks.</li> </ul>Technical Skills<ul> <li>Microsoft Technologies: Windows 10/11, Microsoft 365, Exchange Hybrid, Active Directory, Group Policy.</li> <li>Endpoint Management: Intune, Autopilot, Defender, Horizon &amp; Azure Virtual Desktop.</li> <li>Networking &amp; Remote Access: LANs, VLANs, Palo Alto SD-WAN, VPN.</li> <li>Virtualization &amp; Cloud: VMware Horizon VDI, Nutanix, Windows 365 Cloud PC.</li> <li>Security Solutions: MFA, EDR, patch management, Zero Trust principles.</li> <li>Collaboration &amp; Document Management: SharePoint, Confluence, Teams.</li> <li>MacOS Management: JAMF (preferred experience).</li> <li>Scripting &amp; Automation: PowerShell, Bash, or similar scripting languages.</li> </ul>What we offer:When you join Jagex you can look forward to a generous Perks &amp; Benefits package including:&nbsp;<ul> <li>Private Healthcare, including Dental Plan.</li> <li>Minimum 6% Pension contributions.</li> <li>Employee Assistance Programme &amp; onsite Counselling.</li> <li>Life Insurance.</li> <li>Discretionary annual performance bonus.</li> <li>Enhanced family leave policies from day 1.</li> <li>Flexible working hours.</li> <li>25 days annual leave + Bank holidays &amp; the option to buy/sell holidays + so much more!</li> </ul>&nbsp;Collaboration is at the heart of Jagex. We love getting together with our teams to share ideas and socialise.If you live in the UK, we offer a flexible working model that empowers you to work in the way that suits you best, while also getting the best from your working relationship with all the great people you’ll be connecting with here. We support you to be set up for success no matter where you log in.Flexibility really is the key to how we set up working schedules, we’ll discuss your needs with you and be transparent about the working schedules of the team you’ll be working with during our interview process.&nbsp;&nbsp;About Jagex:Make forever games with us.Jagex is a thriving international games company with a growing library of forever game IPs for core gamers. We have such huge expertise at running games for the long term that we re-define expectations for what evergreen success looks like.We create spaces for our players to come together – with each other and with us – inside and outside of our games. We empower our players with real influence on the game’s evolution. We help our players belong. Our community experiences give players a greater stake in what they’re playing, creating loyal forever fans.These strengths inform our vision of our studio as a thriving international games company with a growing library of forever game IPs for core gamers. Our forever games will nurture sizable communities whose loyalty provides consistent revenues.This in turn drives our mission: We create forever fans by empowering our community. We give players experiences worthy of their long-term time investment and actively collaborate with them to shape the games and the community for the better.If this is something you want to be a part of, get in touch.We have 500 of the industry’s most talented individuals in our Cambridge studio; if you share our values and ambition, we’d love to talk to you. Worried you don’t meet all the requirements in the spec? Your attitude, fresh perspective and experience is just as important to us; if you think this could be the perfect job for you, let’s talk.</div></section>