Role Purpose

The Senior / Lead IT Support Administrator is responsible for the operational ownership, support, administration, and continuous improvement of the organization's End User Services (EUS) estate, with a strong focus on Microsoft 365, MacBook fleet management, and Windows endpoint administration.

This role acts as the senior technical escalation point for end-user computing and workplace technology, ensuring secure, stable, and efficient delivery of services across user devices, productivity platforms, collaboration tooling, identity-driven access, and endpoint lifecycle management.

The role combines hands-on technical expertise, service ownership, team coaching, and governance to deliver a high-quality user experience while maintaining security and operational control.

The role ensures services are delivered in alignment with ITIL best practices, regulatory requirements, audit expectations (ISO27001), and business priorities, while also coordinating the execution of cross-functional IT projects and initiatives.

Key Responsibilities

1. End User Services (EUS) Ownership

• Own the day-to-day delivery and continuous improvement of End User Services.

• Serve as the technical lead for workplace technology and user support platforms.

• Maintain and improve support standards for:

  • Laptops and desktops

  • Mobile devices

  • User onboarding/offboarding

  • Collaboration tools

  • Software deployment

• Act as senior escalation point for complex incidents and issues.

• Drive standardization across builds, policies, and support procedures.

• Define and evolve the roadmap for end-user computing services.

2. Microsoft 365 Administration

• Administer Microsoft 365 services including:

  • Exchange Online

  • Teams

  • SharePoint Online

  • OneDrive

  • Entra ID / Azure AD

  • Intune

• Manage user provisioning, licensing, mailboxes, Teams, and groups.

• Maintain identity and access controls, including MFA and Conditional Access.

• Troubleshoot complex Microsoft 365 service and client issues.

• Monitor service health, usage, and performance.

3. MacBook Administration & Support

• Own the lifecycle management of MacBook devices.

• Maintain macOS configuration, provisioning, compliance, and patching.

• Manage device enrolment and policies via endpoint tools.

• Troubleshoot OS, hardware, application, and connectivity issues.

• Ensure secure integration of Apple devices into the corporate environment.

• Manage software deployment and updates for macOS.

4. Windows Device Administration & Support

• Own lifecycle management for Windows endpoints.

• Maintain standard builds including:

  • Imaging / provisioning

  • Policy configuration

  • Patch management

• Administer devices using Intune and endpoint management tools.

• Troubleshoot OS, identity, application, and hardware issues.

• Ensure compliance, encryption, and endpoint security controls.

5. Endpoint Management, Security & Compliance

• Enforce device compliance and security standards.

• Support:

  • Patch management

  • Encryption

  • Endpoint protection (EDR/AV)

• Maintain asset inventory and lifecycle controls.

• Work with security teams to improve endpoint posture.

• Support audit requirements and control validation.

6. Service Delivery, Process & Documentation

• Deliver support services aligned to SLAs and KPIs.

• Contribute to ITIL processes:

  • Incident Management

  • Problem Management

  • Change Management

• Create and maintain:

  • SOPs

  • Build guides

  • Knowledge base articles

• Drive continuous improvement and automation.

• Coordinate with vendors where necessary.

7. Leadership & Stakeholder Engagement

• Provide coaching and technical guidance to IT Support members.

• Act as a key contact for business stakeholders.

• Collaborate with Infrastructure, Network, Security, HR, and Procurement teams.

• Support budgeting, hardware standards, and lifecycle planning.

• Contribute to workplace technology strategy.

Required Skills & Experience

Essential

• Proven experience in senior IT support or endpoint administration.

• Strong Microsoft 365 administration experience.

• Experience supporting both macOS and Windows environments.

• Experience with Intune and device management.

• Strong understanding of:

  • Identity and access management

  • Endpoint compliance

  • Software deployment and patching

• Strong troubleshooting and problem-solving skills.

• Good communication and stakeholder management.

Desirable

• Knowledge of Microsoft Defender or endpoint security tools.

• PowerShell or scripting experience.

• Exposure to ITIL frameworks.

• Experience in regulated environments.

Qualifications / Certifications

• Microsoft 365 Certified (Endpoint or Administrator)

• ITIL Foundation

• Apple certifications (desirable)

Key Competencies

• Ownership and accountability

• Problem-solving

• Attention to detail

• Service orientation

• Communication and collaboration

What's in it for you?

• Opportunities for personal growth and learning.

• An open, inclusive, and supportive team where you will be valued, and your suggestions are always welcome.

• 24 days of paid holiday per year, in addition to local public holidays.

• Life assurance (2× annual salary).

• Private medical insurance.

• €400 annual wellness allowance.

• €80 monthly lunch allowance.

• Team-building opportunities.

• Parking (limited).

• Local discounts and more.

Our team is committed to keeping remuneration and benefits under constant review to make sure what we offer stays relevant.