Leatherhead
Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023. At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing. Why Bytes? • Over 800 staff (plans to double in size over the next 5 years), • Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, Manchester, Port Solent and Dublin., • Winners of an array of industry awards, • Sunday Times Top 100 Best Places to Work, • Excellent training and career prospects offered, • Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events, • Supporters of 85+ charities with strong commitment to diversity and sustainability PURPOSE OF JOB: We are seeking a Head of End User Experience to join our organisation as we modernise our operating model and strengthen our digital workplace. This senior role focuses on delivering a seamless, high-quality technology experience for all employees, covering end user devices, support services, and the introduction of new digital tools. It is pivotal in enabling our next phase of growth, ensuring the workforce remains productive, engaged, and fully supported by reliable, innovative technology services. This role ensures all employee-facing technology platforms are secure, efficient and user-focused embedding robust quality assurance (QA) and testing practices to guarantee high standards in any internally developed solutions. In this leadership position, you will drive user-centric service design and continuous improvement across all IT touchpoints for end users. Acting as the bridge between the IT function, technology delivery teams, and the wider business, you will ensure that device support, user support processes, and internally developed solutions (like AI agents and custom applications) are aligned to business needs and modern best practices. You will champion end user feedback loops and quality assurance, making certain that our technology initiatives translate into positive, frictionless daily experiences for our people. KEY RESPONSIBILITIES: • Strategic Leadership: Define and drive the end user technology strategy (devices, support services, and user-facing applications) aligned with broader organisational objectives. Champion innovation in end user technologies and continuously modernise the employee digital workplace., • End User Device Management: Oversee the lifecycle and support of all end user devices and platforms (laptops, mobile phones, peripherals, collaboration tools), ensuring effective support operations and compliance with security and operational standards., • Quality Assurance of Services: Establish and enforce robust QA and testing processes for internally developed services (e.g. AI agents, pro-code applications). Ensure each new service is rigorously tested (functional, performance, security) and meets high reliability standards before and after launch., • Introduction of New Technologies: Lead the smooth rollout of new end-user-facing technologies by coordinating user training, change management, and post-launch support. Ensure employees are prepared for and adopt new tools and systems with minimal disruption., • User Feedback & Continuous Improvement: Act as the voice of the end user, gathering feedback and satisfaction data to drive continuous improvements in services. Ensure user needs and feedback are central to service design decisions and ongoing enhancements., • Team Leadership: Build and mentor a high-performing End User Experience team (spanning support and QA functions). Foster a culture of customer service excellence, quality, and innovation, and develop the team’s capabilities through coaching and training., • Cross-Functional Collaboration: Work closely with colleagues in Architecture, Security, Infrastructure, and business units to ensure end-user services align with the overall operating model and technology strategy of Bytes. Guarantee that changes in systems and processes enhance how employees work, rather than disrupt it. INDIVIDUAL RESPONSIBILITIES: • Deep understanding of software testing and QA methodologies (including test automation and CI/CD practices) to ensure new solutions are delivered to high standards., • Create processes to maintain high-quality EUC Service Desk services consistently., • Manage and develop team members ensuring both organisational and personal objectives are met., • Manage staff levels to ensure that the EUC Service Desk can meet business demands., • Extensive experience leading end user computing support and service teams, as well as overseeing IT quality assurance/testing functions, in a large-scale enterprise environment., • Familiarity with IT service management frameworks and modern delivery approaches (e.g. ITIL, Agile, DevOps)., • Deep understanding of software testing and QA methodologies (including test automation and CI/CD practices) to ensure new solutions are delivered to high standards., • Demonstrated ability to develop IT service strategy, analyse performance metrics, and drive continuous improvement in service delivery., • Extensive experience leading end user computing support and service teams, as well as overseeing IT quality assurance/testing functions, in a large-scale enterprise environment., • Strong knowledge of modern end-user technologies and platforms (e.g. Windows/macOS environments, mobile device management, collaboration and productivity tools). PERSONAL ATTRIBUTES: • Passionate about delivering exceptional user experiences and responsive support., • Motivated by transformation and continuous improvement, with a proactive approach to driving positive change., • Able to challenge the status quo constructively and build consensus across diverse teams and senior leadership., • Diplomatic and cooperative, works effectively across departments to achieve shared goals., • Analytical and calm under pressure, capable of navigating ambiguity and resolving complex issues during high-pressure situations. QUALIFICATIONS, EXPERIENCE, & SKILLS: Experience: • 5 Years + experience in similar role looking after a larger team Professional Qualifications: • Proven experience managing an IT Service Desk or End User Computing function., • Strong knowledge of ITIL practices and Service Desk operations., • Experience with IAM processes and tool., • Knowledge of device management platforms., • Excellent leadership, people management, and stakeholder communication skills., • Strong problem-solving ability and a customer-first mindset., • Work within ITIL framework
