Executive Experience Lead (IT Support)

Location: On-site 5 days a week at the Staines HQ in Staines-upon-Thames, United Kingdom

Company

hirify.global provides AI-driven enterprise software solutions and operates as a global company with more than 7,000 employees.

What you will do

• Lead advanced Level 2 support across hardware, software, network, and end-user environments.
• Act as Incident Commander for Priority 1 and Priority 2 incidents, coordinating response efforts and stakeholder communication.
• Oversee ticket queues, workload distribution, escalations, and SLA compliance.
• Provide discreet, responsive white-glove support to executive leadership, C-suite users, and VIP stakeholders.
• Mentor junior support engineers and maintain SOPs, troubleshooting guides, and escalation workflows.
• Use operational data and user feedback to improve support processes, tooling, reliability, and user experience.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
• ITIL Foundation certification is required; ITIL Intermediate or Expert is preferred.
• Progressive experience in IT support or operations, including senior or lead-level experience and escalated issue resolution.
• Must be able to work on-site 5 days a week from the Staines HQ.
• Deep enterprise macOS support experience with Jamf Pro, Apple Business Manager, APNs, and Microsoft Intune.
• Advanced troubleshooting across Windows, macOS, Linux, iOS, and Android, plus ITSM, scripting, automation, cloud, virtualization, security, and data-driven service improvement experience.

Nice to have

• Microsoft Azure Administrator Associate, Jamf Certified Expert, or CompTIA CASP+ certification.
• Experience with Azure, AWS, Google Cloud, VMware, Hyper-V, Power Automate, Power Platform, or ServiceNow workflows.
• Experience using AI assistants, copilots, chatbots, or AI-powered support and diagnostic tools.

Culture & Benefits

• Work in a global and diverse environment focused on collaboration, innovation, sustainability, and positive impact.
• Support global operations through rotating 24/5 shift coverage and structured handovers across time zones.
• Contribute to a culture of continuous learning, operational excellence, and service improvement.