Job Description

Job Advert

Job Title:

End User Services Specialist

Location:

London

Job Type:

Full-time, permanent

Agencies: We will only work with recruitment partners on our preferred supplier list and will not engage with speculative CVs submitted.


Are you passionate about making life science life changing and delivering impact for patients? We want to hear from you.

About the role:

The purpose of this key role is to deliver seamless digital experience (DEX) for LifeArc's staff by managing and optimising all end user or "digital workplace" services. This role ensures efficient operation and secure access to resources, enabling the organisation to focus on achieving its mission. The specialist will work across multiple sites, supporting endpoints, mobile devices, and infrastructure critical to hybrid work environments.


The role will work closely with various stakeholders and teams to ensure seamless flow of feedback and customer service provision of technology services. The role will inspire and ensure excellence in customer service, digital employee experience and continuous improvement of operational delivery performance. The role will ensure secure access to and adoption of technology, directly impacting the productivity and security of LifeArc's staff. By maintaining and optimising end-user computing platforms, the specialist enables the organisation to focus on achieving its mission.


The role reports into the DEX Platform Lead and will form part of a team who will drive the evolution and execution of the digital, data and technology strategy.

Key responsibilities:

Manage and optimise the live end-user technology environment, including devices, networks, AV, and workplace services. Ensure excellent customer experience across helpdesk, incident resolution, and VIP support. Administer and support Microsoft 365, Intune, Apple Business Manager, and related platforms. Drive continuous improvement using service performance data and customer feedback. Lead lifecycle management of physical equipment and endpoint devices. Support executive and board-level meetings with proactive AV and tech support. Enhance and maintain digital workplace tools, including portals, backups, and monitoring systems. Implement and evolve BYOD, MAM, and endpoint security policies in collaboration with the Security team. Communicate proactively with users to promote awareness and adoption of digital services. Troubleshoot complex technical issues and act as an escalation point for end-user support.

(Essential) experience required:

Proven experience in EUC or IT support roles. Strong knowledge of Microsoft Endpoint Manager (Intune) and Microsoft 365 tools. Experience supporting hybrid work environments and implementing BYOD policies. Excellent troubleshooting and communication skills. Familiarity with compliance frameworks like Cyber Essentials or ISO 27001 Ability to manage complex tasks and projects across multiple sites Proven experience in managing and optimizing end-user computing platforms. Strong technical skills in Microsoft Endpoint Manager (Intune), Microsoft 365, and Apple Business Manager

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent years of experience

Desirable:

Training in modern business analysis and agile delivery approaches CompTIA, Microsoft certifications and ITIL Foundation are all desirable An interest in, or background in, Life Sciences would be beneficial

Skills & abilities:

Decision making and problem solving skills to analyse information and make data driven decision in partnership with key stakeholders Customer focus to lead IT service improvements and end-user experience optimisation Management of cloud-based platforms (MS365) to optimise performance and security. Product management and Ux/DEX design - connect people, data and processes for seamless collaboration. Digital dexterity and vision to learn and utilise digital workplace technologies to catalyse new ways of working.

About us:

LifeArc is a not-for-profit life science organisation, leading the way for change in rare diseases in the UK and supporting promising initiatives in global health. We seek out research in areas of unmet need that has great potential, providing support to help it become breakthroughs that change lives.

What we can offer you:

Focused on finding life changing solutions for underserved patients, our people thrive in an inclusive, and supportive environment that prioritises their health and wellbeing. Our multidisciplinary approach guarantees our people growth opportunities, while our culture of innovation and collaboration drives the impact we make delivering on our purpose of 'putting patients at the centre of everything we do'.


LifeArc is committed to making our recruitment practices as inclusive as possible and developing a culture that values differences. As a Disability Confident Employer, we guarantee an interview to candidates with a disability or long-term health condition who meet the essential criteria for the role.


Please note that in certain situations, such as high volumes of applications, it may not be practical to interview all eligible candidates. In these cases, we may need to select those who best meet the essential criteria. (At LifeArc, the Disability Confident Scheme's 'minimum criteria' is referred to as 'essential criteria')


Salary will be determined by qualifications and experience along with other exceptional benefits. Because we understand everyone has different requirements, our flexible benefits allow you to choose those which are important to you. Our pension scheme offers employer contributions of up to 12%, private health insurance, and annual leave of 31 days PLUS bank holidays.


Don't meet every single requirement? Studies have shown that women and people from minority ethnic backgrounds, for example, are less likely to apply to jobs unless they meet every single qualification. At LifeArc we are dedicated to building a diverse, inclusive, and authentic workplace, so whatever your background or lived experience, if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. Our top priority is finding the best candidate, and you may be just right for this or other roles.


We all have potential. At LifeArc, you'll discover what you can really do with it.