VIP Support 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.

Responsibilities

Deliver high-quality L2 support: provide advanced technical assistance across hardware, software, and network environments and resolve escalated issues efficiently; Lead incident resolution and act as Incident Commander for Priority 1 and Priority 2 incidents; Oversee ticket queues and SLA compliance: monitor queues, assign tickets, track progress, uphold SLA targets; Mentor support engineers and associates: provide guidance and coaching on troubleshooting, customer service, and operational best practices; Maintain and improve IT documentation: create and refine SOPs, troubleshooting guides, and escalation workflows; Collaborate across IT functions: partner with infrastructure, security, and application teams to streamline support processes; Drive continuous improvement: use ticket data, user feedback, and operational insights to identify service enhancements; Support global operations via 24/5 shift coverage: participate in rotating shifts, ensure smooth handovers and service continuity

Requirements

Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience); ITIL Foundation certification required; 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; 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; Deep, demonstrable macOS support experience in an enterprise environment; Hands-on experience managing Mac fleets with Jamf Pro, Apple Business Manager, Apple Push Notification Service (APNs), and Intune; 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); 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; 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; Strong understanding of IT security, compliance, governance, and risk management practices; Experience using operational metrics and data-driven insights to improve service delivery; Proven ability to mentor, coach, and develop junior engineers; Strong stakeholder management and communication skills; Demonstrated professionalism, customer-focused service mindset, and excellent interpersonal skills

Nice to have

ITIL Intermediate or Expert; Microsoft Certified: Azure Administrator Associate; Jamf Certified Expert; CompTIA Advanced Security Practitioner (CASP+)