Executive Experience Lead

Key Responsibilities   Deliver High-Quality L2 Support   Provide advanced technical assistance across hardware, software, and network environments. Resolve escalated issues efficiently, ensuring minimal disruption to end users and maintaining high service standards.  Lead Incident Resolution & Act as Incident Commander   Take ownership of Priority 1 and Priority 2 incidents during assigned shifts.   Coordinate response efforts, communicate status updates, and ensure timely resolution in alignment with incident management protocols.  Oversee Ticket Queues & SLA Compliance   Monitor support queues to ensure appropriate prioritization and workload distribution.   Assign tickets, track progress, and uphold SLA targets through proactive follow-up and escalation when necessary.  Mentor Support Engineers & Associates   Provide guidance and coaching to junior team members on troubleshooting techniques, customer service standards, and operational best practices.   Foster a collaborative and growth-oriented team culture.  Maintain & Improve IT Documentation   Create and refine internal documentation, including SOPs, troubleshooting guides, and escalation workflows.   Ensure resources are accurate, accessible, and aligned with evolving systems and processes.  Collaborate Across IT Functions   Partner with infrastructure, security, and application teams to streamline support processes, improve handoffs, and enhance service integration across the IT ecosystem.  Drive Continuous Improvement   Use ticket data, user feedback, and operational insights to identify trends and opportunities for service enhancement.   Contribute to initiatives that improve efficiency, reduce recurring issues, and elevate user experience.  Support Global Operations via 24/5 Shift Coverage   Participate in a rotating shift schedule to provide consistent support across time zones.   Ensure smooth handovers between shifts and maintain service continuity for global teams.    Core Competencies & Skills   Advanced Troubleshooting & Escalation Management   Resolves complex, persistent, or high-impact technical issues across platforms.   Coordinate escalations effectively, ensuring timely resolution and clear communication with stakeholders.  ITIL & Service Management Expertise   Applies ITIL principles to guide incident, problem, and change management.   Understand service lifecycle stages and contributes to process consistency, SLA adherence, and continuous improvement.  Proactive System Monitoring & Performance Awareness   Anticipates potential disruptions by monitoring system health, analysing trends, and addressing anomalies before they escalate.   Support uptime and reliability across user environments.  Effective Communication & Stakeholder Engagement   Communicates clearly and professionally across technical and non-technical audiences.   Build trust with users, peers, and leadership through transparency, responsiveness, and solution-oriented dialogue.  Leadership in Shift Coordination & Incident Response   Leads support operations during assigned shifts, managing ticket queues, coordinating coverage, and acting as Incident Commander during P1/P2 events.   Ensure smooth handovers and operational continuity.  Commitment to Documentation & Service Excellence   Maintains high standards of internal documentation, SOPs, and knowledge base content. Promote transparency, consistency, and user empowerment through clear, accessible resources.  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 technologi