IT Systems Engineer

HR Mango is partnering with a valued client to identify a highly motivated and customer-focused Modern Workplace Engineer to join their IT support team. This is a great opportunity for an enthusiastic professional to serve as the first point of contact for users across the U.S., and occasionally from global locations, providing essential technical support and ensuring seamless IT operations.

You will lead and contribute to key initiatives that enhance our modern workplace, from planning and design through to successful implementation. You will act as the final point of technical escalation for the region, tackling the most complex user and system issues that require deep investigation and innovative solutions. A critical component of this role is mentoring local Help Desk colleagues, elevating their skills to build a more capable and self-sufficient front line

• Lead and contribute to Digital Workplace projects, including new M365 service rollouts, security enhancements, and automation initiatives.
• Manage the full project lifecycle: gather stakeholder requirements, develop project plans, manage timelines, and ensure successful deployment.
• Create comprehensive documentation, including technical designs, test plans, and end-user communication.
• Drive the adoption of new technologies and processes, ensuring they deliver tangible value and improve user productivity.

• Serve as the final point of technical escalation for the US region, providing expert analysis and resolution for complex incidents.
• Perform deep-dive root cause analysis on major and recurring issues, moving beyond symptoms to identify and solve core problems.
• Develop and implement permanent fixes, automations, and architectural changes to prevent future incidents and enhance system stability.
• Provide technical mentorship and coaching to junior Help Desk colleagues, acting as a role model for problem solving and technical excellence.
• Build the knowledge base and create high quality documentation to empower L1/L2 support teams.

• Strategically administer, secure, and enhance the Microsoft 365 platform (Entra , Intune, Teams, SharePoint) to align with business objectives.
• Proactively manage and secure endpoints (Windows, mobile) using Microsoft Intune, focusing on compliance, automation, and security posture.
• Oversee and optimise our hybrid environment, ensuring robust integration between on-premise systems (AD, Servers, ESET) and the cloud.

• Minimum of 5+ years of experience in a senior IT role focused on technical escalation, problem management, and solution implementation. Global exp a strong plus.
• Expert level administration skills within the Microsoft 365 ecosystem (Intune, Entra , etc.) and hybrid environments.
• Relevant Microsoft certifications (e.g., Endpoint Administrator, Identity and Access Administrator) are highly desirable.
• Proven experience in leading or making significant contributions to IT projects from conception to completion.
• Experience in mentoring, training, or acting as a technical lead for junior staff.
• Strong proficiency in scripting for automation (Power Shell is essential).
• Understanding of ITIL frameworks, particularly in Incident, Problem, and Change Management.
• Excellent written and verbal communication skills in English.

Director, Digital Workplace & Security

Internal Customers, Global I&T Team, Project Stakeholders, External Vendors