Job Description Summary
For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.
In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences.
We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences optimizes the potential of both the individual and the firm.
HarbourVest is an equal opportunity employer.
This position will be a hybrid work arrangement. You will receive 18 remote workdays per quarter to use at your discretion, subject to manager approval. For example, you may choose to work in the office 4 days per week and take one remote day weekly (typically 13 weeks per quarter), leaving 5 additional remote days to be used as needed.
We seek a hands-on technical manager who can lead teams, own service delivery, and work alongside engineers to solve critical problems. Based in London, the role is responsible for end-user support across EMEA and our global Endpoint and Workplace Technology team. The right person will combine strong leadership with the technical depth to guide decisions, support the team through sophisticated environments, and contribute hands-on when needed.
Why join us
This is an opportunity to lead the modernisation of device management and office technology across a global private markets' firm. You will help shape the future of end-user support, endpoint management, executive technology services, and workplace experiences across multiple regions. Working closely with technology and business leaders, you will drive operational excellence while delivering a seamless technology experience for employees worldwide.
What we are looking for
The successful candidate will have run a technical support or endpoint function while remaining comfortable with hands-on work. The role requires someone who can provide clear direction, make informed decisions, support team development and delivery, and provide deep technical mentorship. Difficult issues should be solved alongside the team rather than simply passed on.
Responsibilities
- Manage end-user support across EMEA, including the London-based support team and Executive Support Specialist, and run the global Endpoint and Workplace Technology team across EMEA and other regions.
- Own difficult incidents, executive critical issues, technical changes, and recurring problems, working directly with the team to resolve them.
- Set daily priorities, clarify ownership, and help the team deliver support and project work.
- Lead Workplace Technology services, being responsible for the technology that enables collaboration (AV and meeting/event support), supports office operations, and delivers a high-quality workplace experience.
- Lead endpoint management operations, driving the processes, standards, and operational controls that keep devices and applications secure, healthy, and delivering a consistent user experience.
- Work with IT teams and suppliers across regions to fix issues and introduce improvements.
- Own service levels and operational performance, using service data, support trends, and user feedback to remove repeat issues, simplify support, and improve the user experience.
Skills and experience
- Hands-on experience in user support, endpoint device maintenance, or corporate technology across multiple sites.
- Experience managing Windows and macOS devices through Microsoft Intune and Jamf, including Windows Autopilot, application delivery, and device configuration.
- Solid understanding of Microsoft 365, Entra ID, endpoint security and compliance, collaboration tools, Cisco Room Kit devices and meeting-room technology, and networking basics.
- A methodical approach to troubleshooting, major incidents, and root-cause analysis.
- Hands-on ServiceNow experience, including incident, request, problem, change, knowledge, and service reporting.
- The ability to guide a team, connect with senior partners, and work across regions.
- Relevant technical and service-management certifications are encouraged, although equivalent practical experience will be equally valued.
Years of experience
- 8 + years of relevant experience
