Head of End User Support

Role: Head of End User Support Location: London Key Essential Skills:

• Proven leadership experience across End User Services, IT Support, and Service Operations.
• Experience within fintech, financial services, banking, SaaS, or enterprise technology environments.
• Strong background in global support operations and enterprise IT service management.
• Experience managing service desk, EUC, cloud operations, provisioning, and IT asset management.
• Strong understanding of ITIL, incident management, and operational governance.
• Experience with ServiceNow, Jira, Zendesk, Microsoft technologies, and enterprise tooling.
• Strong stakeholder management and leadership capability.
• Proven experience leading operational and customer experience improvements.
Desirable Skills:
• Experience within payment processing or merchant services environments.
• Knowledge of PCI DSS, regulatory compliance, and operational risk controls.
• ITIL certification or service management experience.
• Experience leading support transformation programmes.
• Exposure to AI-enabled support tooling and automation technologies.
Overview: We are looking for a head of End User Support that is able to lead and evolve a high-performing global support function across end-user services, service operations, and enterprise support. The role is responsible for delivering operational excellence, improving user experience, and ensuring scalable support delivery across a fast-paced fintech and technology environment. Role & Responsibilities:
• Able to lead global end-user support and IT service operations.
• Manage service delivery across EUC, service desk, provisioning, and enterprise support functions.
• Define and improve SLAs, KPIs, customer experience, and operational performance.
• Drive service improvement, automation, and support transformation initiatives.
• Partner with Infrastructure, Cloud, Security, and Engineering teams.
• Own major incident management and executive escalations.
• Oversee IT asset management, user provisioning, onboarding, and support governance.
• Lead and develop regional and global support teams.
• Deliver reporting and operational insight to senior leadership.
Outline Thebes Group: Thebes, a seasoned IT Managed Service provider with a 19-year track record, offers fast, flexible, and value-driven solutions, tailored to propel your organization into the next phase of its IT journey. Our unique Assured Outcome Provider (AOP) methodology prioritizes quality service, industry-leading solutions, and tangible ROI over conventional metrics like headcount and price lists. In our commitment to putting your needs first, we specialize in strategic IT consultancy, efficient project execution, ITaaS management, and staffing augmentation with our network of skilled professionals. What sets us apart is our proficiency in harnessing cutting-edge AI and Cloud technologies for cost optimization, ensuring that your IT infrastructure not only meets but exceeds expectations. We don't just deliver services; we curate digital solutions that align seamlessly with your business objectives. With a relentless focus on delivering outcomes, we do things for you, not to you, constantly adding value to your operations. Trust Thebes to be your partner in achieving IT excellence, where innovation and efficiency converge for unparalleled success


• Proven leadership experience across End User Services, IT Support, and Service Operations.
• Experience within fintech, financial services, banking, SaaS, or enterprise technology environments.
• Strong background in global support operations and enterprise IT service management.
• Experience managing service desk, EUC, cloud operations, provisioning, and IT asset management.
• Strong understanding of ITIL, incident management, and operational governance.
• Experience with ServiceNow, Jira, Zendesk, Microsoft technologies, and enterprise tooling.
• Strong stakeholder management and leadership capability.
• Proven experience leading operational and customer experience improvements.
Desirable Skills:
• Experience within payment processing or merchant services environments.
• Knowledge of PCI DSS, regulatory compliance, and operational risk controls.
• ITIL certification or service management experience.
• Experience leading support transformation programmes.
• Exposure to AI-enabled support tooling and automation technologies.
  
  Thebes, a seasoned IT Managed Service provider with a 19-year track record, offers fast, flexible, and value-driven solutions, tailored to propel your organization into the next phase of its IT journey. Our unique Assured Outcome Provider (AOP) methodology prioritizes quality service, industry-leading solutions, and tangible ROI over conventional metrics like headcount and price lists. In our commitment to putting your needs first, we specialize in strategic IT consultancy, efficient project execution, ITaaS management, and staffing augmentation with our network of skilled professionals.
What sets us apart is our proficiency in harnessing cutting-edge AI and Cloud technologies for cost optimization, ensuring that your IT infrastructure not only meets but exceeds expectations. We don't just deliver services; we curate digital solutions that align seamlessly with your business objectives. With a relentless focus on delivering outcomes, we do things for you, not to you, constantly adding value to your operations. Trust Thebes to be your partner in achieving IT excellence, where innovation and efficiency converge for unparalleled success