Senior IT Support Engineer | White-Glove Exec Lead

IFS; Staines-upon-Thames; On-site; GBP 55,000 - 75,000; Full time

Job summary

IFS is seeking a Senior IT Support Engineer to provide high‑quality Level 2 support across hardware, software, and networks from our Staines HQ. You will oversee incident resolution, manage VIP stakeholder interactions, and drive improvements in IT services and documentation.

You will mentor junior engineers and collaborate with global teams to ensure smooth operations across time zones. A strong ITIL background and proven leadership in high‑end support are essential.

Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field.
• ITIL Foundation certification is required; ITIL Intermediate or Expert is a plus.
• Experience delivering White Glove IT support to executives, VIP stakeholders, and senior leaders.

Responsibilities

• Provide advanced IT support across hardware, software, and network environments.
• Lead incident resolution and act as Incident Commander for P1/P2 events.
• Manage ticket queues and ensure SLA compliance across global teams.
• Create and maintain internal documentation and SOPs.
• Collaborate with infrastructure, security, and applications teams to improve service delivery.
• Support global operations with 24/5 shift coverage.
• Mentor junior engineers and promote best practices in incident management.

Skills

ITIL

White Glove Support

Mac Support

Jamf Pro

Intune

PowerShell

Python

ServiceNow

Troubleshooting

Education

Bachelor’s degree in IT or related field

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Azure

VMware

Intune

Job description

IFS is seeking a Senior IT Support Engineer to provide high‑quality Level 2 support across hardware, software, and networks from our Staines HQ. You will oversee incident resolution, manage VIP stakeholder interactions, and drive improvements in IT services and documentation.

You will mentor junior engineers and collaborate with global teams to ensure smooth operations across time zones. A strong ITIL background and proven leadership in high‑end support are essential.