Help Desk Team Lead

Our Story Hello there. We're Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don't like about finance and does the opposite. We're redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre - we've built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at ! We're incredibly proud of our achievements and none of it would be possible without the amazing team here. It's not just industry awards we're winning, we've also been named in the top three UK's Most Loved Workplaces. If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you'll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on The Team: At Zopa, our Helpdesk team doesn't just fix laptops - they empower our people to do their best work every day. As our new Help Desk Team Lead, you'll bring hands-on leadership to a tight-knit, high-impact team that supports over 500 Zopians across multiple sites. Whether it's onboarding a new starter, resolving a critical tech issue, or keeping our meeting rooms running smoothly, your team is the friendly face of IT. Why You'll Love It Here: Join a supportive, close-knit team where impact matters more than ego. You'll work across a modern and diverse tech stack, collaborate with everyone from Software Development to InfoSec, and grow through regular development and progression opportunities. Your voice counts - we're big on process improvement and welcome fresh ideas. Success here is measured by real impact: think fast response times, satisfied users, personal goal achievement, and peer recognition across the business. This is a hands-on, in-office role. You'll be based in our London office at least 4 days per week , working directly with Zopians to keep our tech running seamlessly. A day in the life:

• Lead a team of 4 Support Engineers, setting the standard for customer service and technical excellence.
• Own the daily operation of the helpdesk - ensuring tickets are triaged, SLAs are hit, and users get the support they need, fast.
• Use your expertise to support everything from Mac and Windows devices to AV systems, Office 365, and endpoint management tools.
• Collaborate closely with InfoSec, Enterprise Tech, and other engineering squads to resolve complex problems and improve tooling.
• Mentor and develop your team through regular 1:1s, feedback, training, and performance reviews.
• Monitor stock and hardware inventory, and make sure our kit is always ready to go.
• Analyse helpdesk data to spot trends, drive automation, and make process improvements.
• Ensure the workplace tech area is always ready for action - clean, organised, and fully operational.

About You:

• 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

Nice to have:

• Experience with enterprise video conferencing (e.g. Neat, Cisco)
• Knowledge of Okta or similar IDPs
• ITIL Foundation certification
• Familiarity with Jamf, Intune or Tanium

We're on the move! Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz. At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week. You'll also have the option of working from abroad for up to 120 days a year! But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one. Subject to having the right to work in the country of choice Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.