IT Service Desk Lead

YouLend; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

YouLend is seeking an IT Service Desk Lead to oversee IT support services in London. This pivotal role involves leading a team, ensuring high-quality service delivery, and collaborating with global IT leadership to enhance operational efficiency. Ideal candidates will have extensive experience in IT support, strong communication skills, and the ability to manage regional IT workflows effectively.

Benefits

Private Healthcare Plan

Pension Plans

Leave Package

Training & Development

Employee Assistance Programme - Counseling

Childcare Voucher Scheme

Qualifications

• Proven experience in IT support/service desk environments.
• Experience supporting SaaS-heavy environments.

Responsibilities

• Lead IT support delivery for the assigned region.
• Troubleshoot hardware, software, and network issues.
• Maintain asset management practices.

Skills

Communication

Customer Service

Organisational Skills

Troubleshooting

Tools

Microsoft 365

Entra ID

MDM Tools

ITSM Platforms

Job description

As an IT Service Desk Lead at YouLend, you will be one of two regional leads responsible for delivering high-quality IT support services to employees across our global operations. One role will be based in our London office and the other in our Atlanta office, providing geographic and time zone coverage to ensure continuity, resilience, and operational excellence.

You will act as the regional escalation point for all end-user IT support issues, lead by example in providing exceptional support, and work closely with peers and global IT leadership to maintain and continually improve our service delivery model. The role is pivotal in upholding YouLend's standards around IT security, access control, and operational alignment across regions.

Requirements

Key Responsibilities

• Lead the delivery of IT support for your assigned region, including 1st/2nd line incident resolution, request fulfilment, and escalations
• Own regional IT onboarding/offboarding workflows in coordination with HR and Security
• Ensure timely and secure provisioning/deprovisioning of access in accordance with Joiner-Mover-Leaver processes
• Troubleshoot hardware, software, and network issues across Windows, macOS, iOS, and supported SaaS platforms
• Collaborate with your counterpart in the other region to ensure consistent user experience, knowledge sharing, and issue handover across time zones
• Enforce security policies and proactively identify and reduce instances of shadow IT
• Maintain and improve asset management practices, ensuring visibility of all regional devices and peripherals
• Support local office infrastructure (meeting room tech, printers, network equipment, etc.)
• Coordinate with third-party vendors (e.g., Apple, Dell, Microsoft, OpenAI, CRM and Telephony partners) where required
• Proactively contribute to documentation, service improvement initiatives, automations, and toolset optimisation
  
  
  

Essential Skills

• Proven experience in IT support/service desk environments with ownership responsibilities
• Strong working knowledge of Microsoft 365, Entra ID, Windows and macOS environments
• Familiarity with MDM tools (Intune, Kandji), ITSM platforms, and ITIL-aligned processes
• Excellent communication, customer service, and organisational skills
• Ability to work independently while staying aligned with a global team
• Experience supporting SaaS-heavy environments (Slack, Atlassian, HubSpot, cloud telephony, etc.)
• A proactive, methodical approach to troubleshooting and documentation
• Experience supervising and developing more junior colleagues
  
  
  

Benefits

• Private Healthcare Plan
• Pension Plans
• Leave Package
• Training & Development
• Employee Assistance Programme - Counseling
• Childcare Voucher Scheme