Executive Experience Lead

Job Description IT Operations is the frontline connection between IT@IFS and our global user community, delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive, high-quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions. The role also requires extensive White Glove service experience, ensuring senior leaders, Executive Leadership, and VIP users receive a highly responsive, discreet, and premium support experience. As a Senior IT Support Engineer, you lead Level 2 support operations with confidence and clarity, acting as a trusted escalation point for complex technical issues that require advanced troubleshooting and resolution. Your expertise spans across end-user technologies, device management, and service desk operations, and you are expected to bring both technical depth and strategic foresight to the role. You play a pivotal role in mentoring junior engineers, fostering a culture of continuous learning and operational excellence. Your day-to-day responsibilities involve not only resolving incidents and service requests but also identifying systemic issues and driving improvements in support processes, tooling, and user experience. Senior Engineers in this space operate at the intersection of hands-on technical execution and strategic infrastructure stewardship. You leverage data-driven insights to inform decisions, optimize workflows, and contribute to the evolution of IT support practices. Your work directly impacts the productivity and satisfaction of end users, and you are expected to proactively anticipate needs, reduce friction, and champion service excellence at every touchpoint. Through collaborative problem-solving and a strong sense of ownership, you help shape a resilient and responsive support environment that empowers users and strengthens the organization’s operational backbone.