LondonEnd User Support LeadOverviewA global FTSE250 financial services company (1,500+ users across 60+ locations) is seeking an experienced End User Support Lead to join the EMEA IT team in London. You''ll be a key point of contact for all end user support, ensuring high-quality service delivery and driving continuous improvement across the region.Role and ResponsibilitiesLead the End User Support function for EMEA, managing incidents and service requests.Maintain service standards across all queues, ensuring timely assignment and resolution.Own and meet KPIs/CSFs aligned with IT strategy.Mentor, coach and develop the support team; ensure succession plans and training programmes are in place.Triage, troubleshoot and resolve incidents; collaborate with wider IT teams to manage expectations and deliver solutions.Maintain clear ticketing and knowledgebase documentation in ServiceNow.Promote best practice in technology adoption and use.Identify trends, risks and potential problems with the IT Manager.Ensure hardware, peripherals and software are operational and well maintained.Support and champion global IT policies (security, usage, incident management, data handling).Act as first point of escalation for EMEA support issues.Drive service improvement initiatives locally and globally, fostering a culture of learning and knowledge sharing.70/30 hands-on vs. leadership responsibilities.Essential Skills and ExperienceProven experience leading an IT Support or End User Support team.S