Description
We’re Starling, a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.
Our Technology Operations team is the first line of support for Starling, serving both our internal colleagues and our external technology partners. In this role, you will be responsible for leading a high-performing team that supports a primarily Apple Mac estate (with some Windows PCs) and critical infrastructure.
Responsibilities:
- Lead and manage the Technology Operations team across multiple offices, ensuring seamless support for internal users and external partners.
- Drive the best performance and behaviors from your team in line with our company values and performance management framework, coaching and up-skilling colleagues regularly.
- Provide day-to-day oversight for our Mac and Windows environments, ensuring our managed systems and network operate smoothly.
- Collaborate with internal stakeholders to understand operational requirements and integrate effective support processes.
- Assist with escalations to third-party suppliers, triaging and escalating issues as necessary to maintain high service standards.
- Assist in the development of data and metric-driven dashboards to identify opportunities for process improvements and to track team performance.
- Manage incident response and escalation processes to ensure timely and effective resolution of technical issues.
- Support the execution of IT projects related to office infrastructure and hardware lifecycle management.
Requirements:
- Proven experience managing a technical support or operations teams in a fast-paced, technically complex environment.
- Strong working knowledge of macOS and Windows support, along with experience using management tools such as Zentral, Intune, and Meraki.
- Demonstrated ability to manage multi-site operations, whilst driving a high-performance culture.
- Experience with incident management, ITSM tools, and continuous improvement processes.
- Excellent written and verbal communication skills with the ability to engage effectively with both internal stakeholders and external partners, whilst balancing multiple priorities.
- A passion for continuous improvement, with a metrics-driven mindset to develop dashboards and track key performance indicators.
Benefits:
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary & group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care.
- Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- Generous family-friendly policies
- Incentives refer a friend scheme
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing