Executive Experience Lead

IT Operations is the frontline connection between IT@IFS and our global user community, delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive, high-quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions.
The role also requires extensive White Glove service experience, ensuring senior leaders, Executive Leadership, and VIP users receive a highly responsive, discreet, and premium support experience. As a Senior IT Support Engineer, you lead Level 2 support operations with confidence and clarity, acting as a trusted escalation point for complex technical issues that require advanced troubleshooting and resolution. Your expertise spans across end-user technologies, device management, and service desk operations, and you are expected to bring both technical depth and strategic foresight to the role.

You play a pivotal role in mentoring junior engineers, fostering a culture of continuous learning and operational excellence. Your day-to-day responsibilities involve not only resolving incidents and service requests but also identifying systemic issues and driving improvements in support processes, tooling, and user experience.

Senior Engineers in this space operate at the intersection of hands-on technical execution and strategic infrastructure stewardship. You leverage data-driven insights to inform decisions, optimize workflows, and contribute to the evolution of IT support practices. Your work directly impacts the productivity and satisfaction of end users, and you are expected to proactively anticipate needs, reduce friction, and champion service excellence at every touchpoint. Through collaborative problem-solving and a strong sense of ownership, you help shape a resilient and responsive support environment that empowers users and strengthens the organization’s operational backbone.

Key Responsibilities

Deliver High-Quality L2 Support

• Provide advanced technical assistance across hardware, software, and network environments.
• Resolve escalated issues efficiently, ensuring minimal disruption to end users and maintaining high service standards.

Lead Incident Resolution & Act as Incident Commander

• Take ownership of Priority 1 and Priority 2 incidents during assigned shifts.
• Coordinate response efforts, communicate status updates, and ensure timely resolution in alignment with incident management protocols.

Oversee Ticket Queues & SLA Compliance

• Monitor support queues to ensure appropriate prioritization and workload distribution.
• Assign tickets, track progress, and uphold SLA targets through proactive follow-up and escalation when necessary.

Mentor Support Engineers & Associates

• Provide guidance and coaching to junior team members on troubleshooting techniques, customer service standards, and operational best practices.
• Foster a collaborative and growth-oriented team culture.

Maintain & Improve IT Documentation

• Create and refine internal documentation, including SOPs, troubleshooting guides, and escalation workflows.
• Ensure resources are accurate, accessible, and aligned with evolving systems and processes.

Collaborate Across IT Functions

• Partner with infrastructure, security, and application teams to streamline support processes, improve handoffs, and enhance service integration across the IT ecosystem.

Drive Continuous Improvement

• Use ticket data, user feedback, and operational insights to identify trends and opportunities for service enhancement.
• Contribute to initiatives that improve efficiency, reduce recurring issues, and elevate user experience.

Support Global Operations via 24/5 Shift Coverage

• Participate in a rotating shift schedule to provide consistent support across time zones.
• Ensure smooth handovers between shifts and maintain service continuity for global teams.

Core Competencies & Skills

Advanced Troubleshooting & Escalation Management

• Resolves complex, persistent, or high-impact technical issues across platforms.
• Coordinate escalations effectively, ensuring timely resolution and clear communication with stakeholders.

ITIL & Service Management Expertise

• Applies ITIL principles to guide incident, problem, and change management.
• Understand service lifecycle stages and contributes to process consistency, SLA adherence, and continuous improvement.

Proactive System Monitoring & Performance Awareness

• Anticipates potential disruptions by monitoring system health, analysing trends, and addressing anomalies before they escalate.
• Support uptime and reliability across user environments.

Effective Communication & Stakeholder Engagement

• Communicates clearly and professionally across technical and non-technical audiences.
• Build trust with users, peers, and leadership through transparency, responsiveness, and solution-oriented dialogue.

Leadership in Shift Coordination & Incident Response

• Leads support operations during assigned shifts, managing ticket queues, coordinating coverage, and acting as Incident Commander during P1/P2 events.
• Ensure smooth handovers and operational continuity.

Commitment to Documentation & Service Excellence

• Maintains high standards of internal documentation, SOPs, and knowledge base content. Promote transparency, consistency, and user empowerment through clear, accessible resources.

Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• ITIL Foundation certification required; ITIL Intermediate or Expert preferred.
• Additional certifications such as Microsoft Certified: Azure Administrator Associate, Jamf Certified Expert, or CompTIA Advanced Security Practitioner (CASP+) are highly desirable.
• Strong progressive experience in IT support or operations, including experience in a senior or lead capacity.
• Strong professional IT support experience, including both remote and onsite support roles.
• Extensive experience delivering White Glove IT support services to Executive Leadership, C-suite users, VIP stakeholders, and other high-profile users, with a strong focus on discretion, responsiveness, professionalism, and exceptional end-user experience.
• Proven track record of managing escalated technical issues across hardware, software, and network environments.
• Experience contributing to strategic IT projects and infrastructure improvements.
• Experience supporting a global customer base and collaborating effectively across time zones and regions.
• Must be able to work on-site 5 days a week from our Staines HQ.

Technical Skills

• Deep, demonstrable macOS support experience in an enterprise environment, including deployment, configuration, patching, security hardening, and advanced troubleshooting of Apple hardware and software.
• Hands-on experience managing Mac fleets with Jamf Pro, Apple Business Manager, Apple Push Notification Service (APNs), and Intune for cross-platform device management.
• Advanced troubleshooting skills across Windows, macOS, Linux, iOS, and Android platforms.
• Deep expertise in ITSM platforms (e.g., ServiceNow, Jira Service Management) and enterprise infrastructure.
• Strong scripting and automation skills (e.g., PowerShell, Bash, Python) for operational efficiency and process optimization.
• Practical experience with workflow automation tools such as Microsoft Power Automate, Power Platform, ServiceNow workflows, or equivalent technologies.
• Familiarity with cloud platforms (Azure, AWS, Google Cloud) and virtualization technologies (VMware, Hyper-V).
• Experience with endpoint management and security solutions, including Jamf Pro and Microsoft Intune.
• Hands-on experience using AI-driven tools and technologies, including AI assistants, copilots, chatbots, or AI-powered support and diagnostic solutions.

Leadership & Operational Excellence

• Ability to lead technical bridge calls and act as a trusted escalation point for complex incidents.
• Demonstrated experience in root cause analysis and implementing long-term corrective actions to prevent recurring issues.
• Strong understanding of IT security, compliance, governance, and risk management practices.
• Experience using operational metrics and data-driven insights to improve service delivery and support performance.
• Proven ability to mentor, coach, and develop junior engineers while fostering a culture of continuous learning.

Communication & Professional Skills

• Strong stakeholder management and communication skills, with the ability to engage effectively with both technical and non-technical audiences.
• Demonstrated professionalism, customer-focused service mindset, and excellent interpersonal skills.