Executive Experience Lead

Collaborate Across IT Functions

Drive Continuous Improvement

Support Global Operations via 24/5 Shift Coverage

Advanced Troubleshooting & Escalation Management

ITIL & Service Management Expertise

Proactive System Monitoring & Performance Awareness

Effective Communication & Stakeholder Engagement

Leadership in Shift Coordination & Incident Response

Commitment to Documentation & Service Excellence

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

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.