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, a