Lead End User Support Engineer- White Glove (Lead I - Cloud Infrastructure Services)

Overview

In this Lead End User Support Engineer role, you own high-priority White Glove escalations and provide hands-on hardware, Windows, and collaboration-technology support across a multinational user base. You work closely with cross-site teams to troubleshoot complex incidents, coordinate deployments, and guide junior staff, while contributing to infrastructure upgrades and hardware refreshes. The position combines on-site leadership in London with remote support for global offices, emphasizing high-quality endpoint care and solid vendor relationships. You will shape IT operations through practical problem solving and proactive guidance, in a highly visible, technology-focused environment.

Responsibilities

• Manage complex Level 2 incidents across Windows, networking and application compatibility
• Diagnose and repair desktops, laptops, and peripherals
• Deploy equipment for new starters and decommission devices for leavers
• Support meeting room AV tech, Zoom, Teams Rooms, display connectivity and collaboration tools
• Coordinate technical support activities for Madrid and Lisbon offices
• Manage relationships with local third-party providers
• Produce clear work instructions for remote-hands technicians and validate work remotely
• Contribute to hardware refreshes, OS migrations, software deployments and infrastructure upgrades
• Provide remote Level 2 support to San Francisco and São Paulo offices during their business hours
• Coordinate hardware shipments and guide local IT coordinators

Key requirements

• Advanced Windows 10/11 administration
• Registry editing, Group Policy troubleshooting and driver management
• Strong hardware diagnosis and repair across desktops, laptops, printers and peripherals
• Knowledge of TCP/IP, VPN, wireless networking and basic firewall config
• Advanced Active Directory administration including OU management and GPO scripting
• Experience with SCCM (Microsoft Endpoint Configuration Manager) or Intune
• Strong knowledge of meeting room systems, audiovisual tech and presentation equipment
• ITIL Practitioner certification or higher
• PowerShell or Python scripting for automation
• Experience with remote monitoring and management tools
• Familiarity with macOS support in a mixed environment
• Strong project management skills for deployments across sites
• Experience managing third-party vendors and maintaining service quality
• Ability to guide junior technicians and Service Desk analysts
• Excellent documentation skills for SOPs
• Strong organization and time management for on-site and remote global support

• Strong communication
• Leadership and mentorship
• Cross-functional collaboration
• Windows 10/11 administration
• Group Policy and Active Directory
• SCCM or Intune

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