VIP Support Lead England, United Kingdom Information Services

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #Make Your Moment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

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.

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 &…