VIP IT Support Lead & Incident Commander

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

Job summary

IFS is seeking a Senior IT Support Engineer to join our IT Operations team in Staines. You will deliver Level 2 support across hardware, software, and networks, and act as Incident Commander for priority incidents, ensuring quick, discreet resolution for Executive Leadership and VIP users.

You will mentor junior engineers, drive improvements in processes and documentation, and collaborate with security, infrastructure, and application teams to maintain a resilient IT environment.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• ITIL Foundation certification required; ITIL Intermediate/Expert preferred.
• Extensive experience delivering White Glove IT support to Executive Leadership, VIP users.
• Strong remote and onsite IT support experience; 5 days on-site at Staines HQ.

Responsibilities

• Deliver high-quality Level 2 IT support across hardware, software, and networks.
• Lead incident resolution and act as Incident Commander for P1/P2 events.
• Oversee ticket queues and ensure SLA compliance.
• Maintain and improve internal IT documentation (SOPs, guides).
• Collaborate with IT functions to streamline processes and handoffs.
• Support global operations with 24/5 shift coverage.
• Mentor junior engineers and drive process improvements.

Skills

Advanced troubleshooting

Incident management

ITIL practices

Escalation management

Leadership

Automation & scripting

Education

Bachelor's degree in IT/CS

ITIL Foundation certification

Azure Administrator / Cloud certs (desirable)

Tools

Jamf Pro

Apple Business Manager

Intune

ServiceNow

Jira Service Management

PowerShell

Bash

Python

Power Automate

Job description

IFS is seeking a Senior IT Support Engineer to join our IT Operations team in Staines. You will deliver Level 2 support across hardware, software, and networks, and act as Incident Commander for priority incidents, ensuring quick, discreet resolution for Executive Leadership and VIP users.

You will mentor junior engineers, drive improvements in processes and documentation, and collaborate with security, infrastructure, and application teams to maintain a resilient IT environment.