Description
About the role
A proactive IT Lead who thrives on developing and scaling high-performing support teams. You'll be responsible for the operational effectiveness of our IT function, guiding IT Engineers to provide best-in-class service in a fast-paced environment.
You’re passionate about empowering teams, solving complex challenges, and continuously innovating to improve business outcomes. You balance people leadership with technical excellence, and you have a knack for inspiring others to achieve high standards, all while fostering a collaborative, inclusive team culture.
You'll be pivotal in shaping Lendable's IT strategy and ensuring our IT environment supports both rapid growth and industry-leading user experiences. Crucially, you will be hands-on actively resolving technical issues and automating workflows while growing your skills and leadership to progress into an IT Manager role.
What you'll be doing
- Support the Head of IT to Lead and support the IT team, overseeing day-to-day operations, workload distribution, and performance
- Set strategic direction for IT, aligning team objectives to business needs and company growth goals
- Act as an escalation point for complex technical issues, ensuring prompt resolution and maintaining excellent user satisfaction
- Ensure consistent, compliant support for Windows, MacOS, and Linux platforms as well as mobile devices and office equipment
- Develop and implement IT standards, knowledge base articles, and training resources
- Drive continuous improvement of IT workflows, through automation and process optimisation
- Oversee onboarding and offboarding processes for new joiners across multiple UK and international locations
- Collaborate with IT, Security, and Engineering counterparts to maintain high levels of uptime, reliability, and data protection
- Select, configure, and manage ITSM/ticketing systems and ensure accurate reporting on support metrics
- Support office and remote working technology needs and encourage a culture of innovation and accountability
What we're looking for
- Minimum of 5+ years in IT Support/IT Systems/Service Desk environments
- Demonstrated experience with MDM platforms such as Jumpcloud, Jamf, or Kandji
- Experience in leading teams
- Proven coaching abilities, with a track record of supporting high-performing, inclusive teams
- Experience implementing and optimising ITSM systems (e.g. Zendesk, Jira, Freshdesk) within scaling organisations
- Advanced troubleshooting skills with computers (especially MacOS), mobile devices, and other peripherals
- Strong communication and stakeholder management skills
- Understanding of security protocols and strategies for threat mitigation
- Willingness to travel to office locations in Kent and London as needed
Life at Lendable
- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations