Executive Experience Lead
IFS · Staines-upon-Thames
4 weeks ago
OnsiteFull_timeservice desk operationsend-user computingincident management
4 weeks ago
Workplace
Onsite
Employment
Full_time
Location
Staines-upon-Thames
Posted
4 weeks ago
Summary
This lead-level IT operations role provides advanced level 2 support and white-glove service to executive, VIP, and global users. Based onsite five days a week at the Staines headquarters, it leads shift operations, incident response, service improvement, and mentoring for support engineers.
Responsibilities
- Deliver advanced level 2 technical support
- Resolve priority one and two incidents
- Monitor ticket queues and maintain SLA compliance
- Mentor junior support engineers and associates
- Maintain SOPs and troubleshooting documentation
- Coordinate global 24/5 shift coverage
- Drive continuous improvement using support data
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service desk operationsend-user computingincident managementendpoint managementexecutive white-glove supportIT service management