IT Support Lead

<h2>About Lendable</h2><p style="min-height:1.5em">Lendable is on a mission to build the world's best technology to help people get credit and save money.<strong> </strong>We're building one of the world’s leading fintech companies and are off to a strong start:</p><p style="min-height:1.5em"></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">One of the UK’s newest unicorns with a team of just over 700 people</p></li><li><p style="min-height:1.5em">Among the<strong> fastest-growing tech</strong> companies in the UK</p></li><li><p style="min-height:1.5em">Profitable since <strong>2017</strong></p></li><li><p style="min-height:1.5em">Backed by top investors including <strong>Balderton Capital </strong>and<strong> Goldman Sachs</strong></p></li><li><p style="min-height:1.5em"><strong>Loved by customers</strong> with the best reviews in the market (4.9 across 10,000s of reviews on <a target="_blank" rel="noopener noreferrer nofollow" href="https://uk.trustpilot.com/review/lendable.co.uk"><u>Trustpilot</u></a>)</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em">So far, we’ve rebuilt the Big Three consumer finance products from scratch:<strong> loans, credit cards and car finance</strong>. We get money into our customers’ hands in minutes instead of days.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks <strong>with dated systems and painful processes.</strong></p><p style="min-height:1.5em"></p><h2>Join us if you want to</h2><ol style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Take ownership </strong>across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1</p></li><li><p style="min-height:1.5em"><strong>Work in small teams of exceptional people,</strong> who are relentlessly resourceful to solve problems and find smarter solutions than the status quo</p></li><li><p style="min-height:1.5em"><strong>Build the best technology in-house</strong>, using new data sources, machine learning and AI to make machines do the heavy lifting</p></li></ol><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>About the role </strong></p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.<br /></p><p style="min-height:1.5em"><strong>What you'll be doing</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Support the Head of IT to Lead and support the IT team, overseeing day-to-day operations, workload distribution, and performance</p></li><li><p style="min-height:1.5em">Set strategic direction for IT, aligning team objectives to business needs and company growth goals</p></li><li><p style="min-height:1.5em">Act as an escalation point for complex technical issues, ensuring prompt resolution and maintaining excellent user satisfaction</p></li><li><p style="min-height:1.5em">Ensure consistent, compliant support for Windows, MacOS, and Linux platforms as well as mobile devices and office equipment</p></li><li><p style="min-height:1.5em">Develop and implement IT standards, knowledge base articles, and training resources</p></li><li><p style="min-height:1.5em">Drive continuous improvement of IT workflows, through automation and process optimisation</p></li><li><p style="min-height:1.5em">Oversee onboarding and offboarding processes for new joiners across multiple UK and international locations</p></li><li><p style="min-height:1.5em">Collaborate with IT, Security, and Engineering counterparts to maintain high levels of uptime, reliability, and data protection</p></li><li><p style="min-height:1.5em">Select, configure, and manage ITSM/ticketing systems and ensure accurate reporting on support metrics</p></li><li><p style="min-height:1.5em">Support office and remote working technology needs and encourage a culture of innovation and accountability</p></li></ul><p style="min-height:1.5em"><strong>What we’re looking for</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Minimum of 5+ years in IT Support/IT Systems/Service Desk environments</p></li><li><p style="min-height:1.5em">Demonstrated experience with MDM platforms such as Jumpcloud, Jamf, or Kandji</p></li><li><p style="min-height:1.5em">Experience in leading teams</p></li><li><p style="min-height:1.5em">Proven coaching abilities, with a track record of supporting high-performing, inclusive teams</p></li><li><p style="min-height:1.5em">Experience implementing and optimising ITSM systems (e.g. Zendesk, Jira, Freshdesk) within scaling organisations</p></li><li><p style="min-height:1.5em">Advanced troubleshooting skills with computers (especially MacOS), mobile devices, and other peripherals</p></li><li><p style="min-height:1.5em">Strong communication and stakeholder management skills</p></li><li><p style="min-height:1.5em">Understanding of security protocols and strategies for threat mitigation</p></li><li><p style="min-height:1.5em">Willingness to travel to office locations in Kent and London as needed</p></li></ul><p style="min-height:1.5em"><strong>Nice to haves</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Familiarity with scripting languages (e.g. Bash, PowerShell) for automation and process improvement</p></li><li><p style="min-height:1.5em">Knowledge of cloud platforms such as AWS and Google Cloud</p></li><li><p style="min-height:1.5em">Direct experience scaling IT functions in high-growth tech environments</p></li><li><p style="min-height:1.5em">Industry experience in fintech or financial services is a plus</p></li><li><p style="min-height:1.5em">Experience with network management and troubleshooting</p></li></ul><p style="min-height:1.5em"><strong>Interview process</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">A quick phone call with one of the team</p></li><li><p style="min-height:1.5em">Technical Interview</p></li><li><p style="min-height:1.5em">Team Interview </p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Meet the team you’ll work with daily</p></li></ul></li><li><p style="min-height:1.5em">Culture Interview </p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Meet a member of the senior tech leadership.</p></li></ul></li></ul><p style="min-height:1.5em"></p><h2>Life at Lendable</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Winning team: </strong>the opportunity to scale up one of the world’s most successful fintech companies</p></li><li><p style="min-height:1.5em"><strong>Flexible working: </strong>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</p></li><li><p style="min-height:1.5em"><strong>Socials &amp; connection: </strong>opportunities and events to come together, socialise, and get to know each other beyond the office walls</p></li><li><p style="min-height:1.5em"><strong>Health coverage:</strong> support for your physical and mental wellbeing, including private health cover</p></li><li><p style="min-height:1.5em"><strong>Retirement &amp; savings:</strong> long-term financial wellbeing through retirement savings plans</p></li><li><p style="min-height:1.5em"><strong>Employee referral programme:</strong> earn a competitive bonus when you refer successful new team members</p></li><li><p style="min-height:1.5em"><strong>Office meals &amp; snacks:</strong> enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations</p></li><li><p style="min-height:1.5em"><strong>Sustainable commuting:</strong> cycle-to-work and electric vehicle salary sacrifice schemes available in select locations</p></li></ul><p style="min-height:1.5em"><em><strong>Please note:</strong> The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.</em></p><p style="min-height:1.5em">Check out our <a target="_blank" rel="noopener noreferrer nofollow" href="https://blog.lendable.co.uk/"><u>blog</u></a>!</p><p>Find more <a href="https://www.arbeitnow.co.uk/english-speaking-jobs">English Speaking Jobs in United Kingdom</a> on Arbeitnow</a>