IT Support Team Lead

IT Support Team Lead

London, Old Street | 4 days per week in the office

We're looking for a technically sharp IT Support Team Lead to provide a senior role in the delivery of first-class IT support across our London HQ and multiple UK sites, combined with taking an advanced role with IT related projects covering all aspects of EUC services from networking and wifi to the development and improvement of a Jira based survive desk. This is a hands-on senior role: you'll be an escalation point for a close-knit team, technically credible enough to earn their respect, and energetic enough to set the standard others want to follow and able to represent yourself as a face of IT support across the business. This role would be ideally suited to either an existing support team lead, or a senior support engineer ready to take the next step with a genuine appetite for stepping into a position that leads and mentors others.

Reporting to the Head of IT Security & Operations, you'll combine deep technical knowledge with genuine people leadership - coaching and developing the team around you while staying firmly hands-on yourself. We use a modern Microsoft-heavy stack (Intune, Azure AD/Entra, SQL, Jira, Google Workspace) and move fast. If you thrive in a high-pace fintech environment, lead by doing, and want to take an active part in making the workplace a better place to be, this role is for you.

Note: this is an internal IT role within a single, fast-growing fintech. Candidates from multi-client MSP or consultancy backgrounds should consider carefully whether this environment is the right fit - we're looking for deep specialism and embedded ownership, not breadth across client accounts.

What You'll Be Doing

Your day-to-day will span technical delivery, team leadership, and continuous improvement:

• Act as both senior escalation point and part of the front line team for all IT support requests - complex hardware, software, networking, and bespoke application issues


• Lead and develop the IT Support team across multiple sites: run 1-2-1s, performance reviews, mentoring, and all line management responsibilities


• Own SLA tracking and reporting, taking accountability for your own and the team's performance against targets


• Be hands-on alongside the team - responding to support requests via Jira, Slack, in person, and video call


• Troubleshoot hardware and software issues across Windows and Mac environments


• Manage and maintain user accounts and access across multiple platforms including Azure Active Directory / Entra and Google Workspace


• Own device management and provisioning through Intune and Autopilot


• Support bespoke internal and customer-facing applications, including data administration using SQL


• Drive documentation (Confluence), process improvement, and upskilling across the team


• Manage the asset register and oversee new joiner onboarding from an IT perspective


• Assist with office and team relocations, including occasional travel to our Cardiff, Manchester, and Brighton offices (expected frequency: quarterly or as required)


• Participate in an on-call rota covering out-of-hours support


• Work with the Head of IT Security & Operations to identify and implement improvements to support processes and team efficiency

What We're Looking For

Essential:

• Proven senior-level experience in IT support or engineering


• Deep hands-on knowledge of the Microsoft stack: Windows 10/11, Azure Active Directory / Entra, Intune, Autopilot are non-negotiable


• Demonstrable SQL skills - you will use SQL regularly for data administration, troubleshooting, and process automation.


• Strong Jira and Confluence experience, including administration


• Solid Google Workspace knowledge


• Experience supporting bespoke business applications and managing systems integrations


• Methodical troubleshooting approach under time pressure, with the ability to diagnose root cause rather than apply short-term fixes


• Outstanding communication skills - a ‘people-person’ who can explain complex technical issues clearly to non-technical stakeholders at all levels, including the C-suite


• The energy, credibility, and drive to set the standard for the team around you

Beneficial:

• Experience with OS patching and upgrade management


• Network management (Cisco, Meraki, Cato VPN)


• Familiarity with IT security frameworks such as ISO 27001 or NIST


• Knowledge of Dell hardware (laptops and desktops)


• Microsoft or IT certifications (ITIL, CompTIA, or equivalent)


• Slack administration experience


• Mac OS support experience

About You

Beyond the technical skills, you'll bring:

• A genuine appetite for leading by example - you don't hand off to the team, you work alongside them and raise the bar


• Calm, decisive judgement under pressure - you're the person people turn to when things go wrong, and you don't panic


• A people-first mindset that understands great IT support is as much about communication and empathy as technical skill


• Proactiveness and ownership - you identify problems before they escalate and take responsibility for fixing them


• High standards for honesty: if you don't know something, you say so. We value intellectual integrity over bluffed expertise

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.


• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.


• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.


• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.


• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.