Director, Regional IT Operations (EMEA)

You desire impactful work.

You’re RGA ready

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 200 Company and listed among its World’s Most Admired Companies , we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

Reporting to EMEA Modern Endpoint Services leadership, the Senior IT Support Engineer provides advanced, hands-on support for modern workplace technology across the region. The role acts as a senior escalation point for complex endpoint, collaboration, identity, connectivity, and office technology issues; supports the adoption and operation of global endpoint standards; and contributes to regional and global projects.

The engineer partners closely with business users, local office stakeholders, service desk teams, infrastructure groups, cybersecurity, vendors, and other technology functions to deliver a secure, resilient, and consistent employee experience. The position requires a strong in-office presence, with four days per week in the office and one day working from home, together with regular travel to other EMEA locations, particularly Dublin.

Primary Functions

- Deliver advanced deskside and remote support for Windows an Mac endpoints, laptops, desktops, mobile devices, printers, peripherals, collaboration tools, and meeting room technologies across EMEA

- Act as a senior technical escalation point for complex incidents and service requests, applying structured troubleshooting, clear ownership, and timely communication through resolution

- Support the deployment, configuration, maintenance, replacement, and secure retirement of endpoint hardware and software in accordance with global standards and lifecycle controls

- Administer and troubleshoot modern endpoint services, including Microsoft Intune, Microsoft Entra ID, Autopilot, Windows Update, endpoint security controls, Microsoft 365 applications, and related management platforms

- Diagnose identity, authentication, network access, VPN, wireless, telephony, and collaboration issues, coordinating with specialist teams when broader infrastructure support is required

- Maintain accurate, complete, and timely incident, request, problem, and asset records in the enterprise service management platform

- Perform root-cause analysis, identify recurring failure patterns, and contribute to sustainable remediation, automation, and service improvement initiatives

- Support new-starter, mover, and leaver activities, executive and high-touch support, office events, technology refreshes, and business-critical changes

- Contribute technical expertise to regional and global endpoint projects, pilots, migrations, office changes, and technology deployments

- Maintain endpoint inventory, stock, loan equipment, spares, and asset records, ensuring devices are secure, traceable, available, and managed throughout their lifecycle

- Create and maintain support documentation, operational procedures, knowledge articles, and user guidance that improve consistency and first-contact resolution

- Mentor junior engineers and service desk colleagues, share technical knowledge, and promote consistent support practices across the region

- Build trusted relationships with office leadership and business stakeholders, communicating technical issues, risks, and recovery actions in clear business language

- Travel regularly to EMEA offices to provide onsite support, deliver projects, support office readiness, and maintain consistent service standards, with particular emphasis on the Dublin office

- Participate in scheduled on-call or out-of-hours support for priority incidents, planned changes, disaster recovery activities, and business-critical events as required

- Adhere to cybersecurity, data protection, change management, asset management, and technology governance requirements at all times

Experience and Skills

- Substantial experience providing second- and third-line endpoint support in a complex, multi-site enterprise environment

- Advanced troubleshooting capability across Windows, Microsoft 365, endpoint management, identity, networking, security tooling, and workplace collaboration technologies

- Practical experience with Microsoft Intune, Entra ID, Autopilot, endpoint compliance, application deployment, device configuration, and remote support tooling

- Demonstrated experience supporting senior leaders, business-critical users, office events, and high-priority incidents with discretion and professionalism

- Strong understanding of IT service management practices, including incident, request, problem, change, knowledge, and asset management

- Experience contributing to endpoint deployments, office technology changes, lifecycle programmes, and cross-functional projects

- Excellent written and verbal communication skills, with the ability to explain technical issues clearly to users, stakeholders, and support teams

- Self-directed, dependable, and organised, with strong prioritisation, sound judgment, and a consistent focus on customer experience and operational quality

Qualifications

- Bachelor’s degree in information technology, computer science, or a related discipline, or an equivalent combination of education, technical training, and relevant professional experience

- Typically, five or more years of progressive experience in enterprise IT support, endpoint engineering, desktop services, or workplace technology

- Relevant Microsoft, endpoint management, ITIL, networking, or security certifications are preferred

- Fluent professional English, both written and spoken; additional EMEA language capability is advantageous

- Ability and willingness to work from the designated office four days per week, with one day working from home

- Ability and willingness to travel regularly within EMEA, particularly to Dublin, including occasional overnight stays where business needs require

- Valid passport and ability to meet applicable travel and right-to-work requirements

Required Skills

- Advanced support of Windows 11, Microsoft 365 applications, Microsoft Teams, OneDrive, browsers, and standard enterprise productivity tools

- Strong macOS troubleshooting skills, including support for Mac hardware, operating system issues, applications, connectivity, security controls, and enterprise device management

- Working knowledge of Microsoft Intune, Entra ID, Windows Autopilot, device compliance, configuration profiles, application packaging and deployment, and endpoint security controls

- Strong knowledge of endpoint hardware, docking stations, monitors, printers, mobile devices, peripherals, and meeting room technology

- Hands-on audiovisual support experience, including troubleshooting conference room displays, cameras, microphones, speakers, control systems, video conferencing platforms, and meeting connectivity issues

- Solid understanding of TCP/IP, DNS, DHCP, wired and wireless networking, VPN, authentication, certificates, and remote connectivity

- Experience with enterprise service management systems, remote support tools, monitoring platforms, knowledge bases, and asset management processes

- Strong analytical troubleshooting, documentation, communication, stakeholder management, and service ownership skills

- Ability to work independently while collaborating effectively across distributed regional and global teams

- Flexibility to provide on-call, out-of-hours, or weekend support when required for critical incidents, planned work, or office events

What you can expect from RGA:

- Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
- Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
- Join the bright and creative minds of RGA, and experience vast, endless career potential.

We’re excited to get to know you and connect your unique skills with our global opportunities. To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process. This technology helps us personalize job recommendations, automate interview scheduling, evaluate candidates based solely on experience—without considering name, gender, or other personal details—and provide real-time answers through our chatbot. AI is used only during early screening and never makes hiring decisions. Your RGA recruiter will work closely with you every step of the way to ensure the process feels personal, thoughtful, and focused on you.