Help Desk Team Lead

Join Zopa's Help Desk Team as a Help Desk Team Lead, leading a team of 4 Support Engineers and responsible for daily helpdesk operations, technical expertise, and team development. Collaborate with InfoSec, Enterprise Tech, and engineering squads to resolve complex problems and improve tooling.

Requirements

• Experience leading a service desk team in a fast-paced environment (500+ users)
• Proficiency with ITSM tools like Jira, ServiceNow or Halo
• Knowledge of Office 365, Active Directory, endpoint management tools (e.g.Jamf, Intune, Tanium)
• Comfortable supporting both Mac and Windows users
• Strong grasp of ITIL-aligned practices (Incident, Change, Problem)
• Skilled in analysing ticket data, using tools like Excel to spot and act on trends
• Customer-first communication — you adapt your style based on who you’re helping
• An interest in process improvement and automation, with curiosity about AI
• A solid understanding of cybersecurity principles and remote support techniques

Benefits

• Flexible ways of working
• Face-to-face collaboration and a good work-life balance
• Option to work from abroad for up to 120 days a year
• Hybrid role with 2-3 days in-office and option to work remotely
• Collaborative and diverse work environment
• Regular development and progression opportunities
• Employee stock and hardware inventory management
• Regular 1:1s, feedback, training, and performance reviews