Addition
Technology Operations Lead
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Introduction
A fast-growing fintech is scaling its technology function and needs a hands-on leader to keep its people, platforms and processes running brilliantly. This is a key role with real ownership across service delivery, endpoint management, automation and operational improvement.
What You’ll Be Doing
- Lead, coach and develop the Technology Service Desk team, setting clear standards, objectives and service expectations.
- Take ownership of complex escalations, making sure issues are resolved quickly and with the colleague experience front of mind.
- Monitor operational performance through meaningful KPIs and KRIs, using insight to drive continuous improvement.
- Own the full lifecycle of Windows and macOS devices, from configuration and deployment through to retirement.
- Manage and enhance MDM/UEM platforms, ensuring endpoints remain secure, compliant and consistently configured.
- Work closely with Security to strengthen endpoint controls, patching and vulnerability management.
- Own the technology side of Joiner, Mover and Leaver processes, ensuring access and equipment are provisioned and removed accurately and on time.
- Improve JML workflows to reduce manual administration and get new colleagues productive faster.
- Spot repetitive service desk activity and turn it into smarter, scalable solutions using scripts, workflows, self-service and automation.
- Champion a shift-left approach, giving colleagues the tools and knowledge to resolve straightforward issues safely themselves.
- Evaluate new ITSM and AI-enabled support technologies that can improve efficiency and service quality.
- Keep operational knowledge well documented, accessible and up to date.
- Build strong working relationships across the wider business, including Operations, Finance and Product.
- Manage technology suppliers and service providers, ensuring strong performance and value.
- Support technology risk, controls and audit activity within a regulated environment.
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Main Skills Needed
- Proven experience leading an IT Service Desk or Technology Operations function, ideally within financial services, fintech or another regulated environment.
- Strong hands-on experience managing Windows and macOS endpoints through MDM/UEM platforms.
- Solid understanding of Joiner, Mover and Leaver processes, access management and associated controls.
- Practical experience with scripting, automation or workflow solutions that reduce service desk effort.
- Strong ITSM knowledge, ideally with experience using Jira Service Management or a similar platform.
- Good understanding of endpoint security, patching, vulnerability management and operational controls.
- Strong analytical and problem-solving skills, with the ability to balance business priorities, risk and service impact.
- Confident stakeholder and supplier management skills, with excellent written and verbal communication.
- Comfortable operating at both strategic and technical levels — able to set direction while getting hands-on when needed.
- A curious, adaptable mindset and the confidence to work in a rapidly scaling environment.
- ITIL v4 certification, financial services regulatory experience, AI-assisted support experience or relevant Microsoft certifications would be advantageous.
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What’s in It for You
- Flexible and hybrid working designed around how you work best.
- A genuinely fast-paced environment where you’ll have the opportunity to shape and scale technology operations.
- Full onboarding support and ongoing development opportunities.
- Discretionary bonus scheme and pension contributions.
- Private health cover and life assurance.
- Enhanced maternity and paternity leave and wider family-friendly policies.
- Regular social activities and a collaborative, inclusive working culture.
- The chance to make a tangible impact as the technology function continues to grow.
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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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