IT Service Desk (Lead) Engineer

Zopa Bank Limited; Camden Town; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading financial technology company in the UK is seeking an IT Service Desk (lead) Engineer to guide and support teams across London and Manchester. This role involves combining technical expertise with leadership to improve service delivery. The ideal candidate will have strong knowledge of various operating systems and a passion for mentoring. This hybrid position allows for flexible working arrangements, including the opportunity to work from abroad for up to 120 days a year.

Benefits

Flexible working arrangements

Opportunity to work from abroad

Collaborative team environment

Qualifications

• Proven experience in IT support or service desk roles in a dynamic environment.
• Experience mentoring junior engineers with a collaborative mindset.
• Strong troubleshooting, prioritization, and communication skills.

Responsibilities

• Act as an escalation point for Service Desk Support Engineers.
• Deliver exceptional customer service and high-quality technical support.
• Lead or contribute to projects improving efficiency and automation.

Skills

IT support experience

Windows & Mac operating systems

Microsoft 365

Intune

Tanium

Zoom

Jamf

Jira

Confluence

mentoring

cybersecurity principles

troubleshooting skills

communication skills

automation enthusiasm

PowerShell scripting

Education

ITIL Foundation certification

Tools

Enterprise AV systems

Job description

Overview

As our new IT Service Desk (lead) Engineer, you'll guide and support the Service Desk teams across London & Manchester. You'll combine deep technical expertise with leadership, mentoring, and project work - driving improvements that help Zopians work more effectively. You'll act as an escalation point for complex issues, a trusted partner to the Service Desk Team Lead, and a champion for using AI and automation to make service delivery smarter. This role will be based in our Central Manchester Office 4 days per week.

Responsibilities

• Act as an escalation point for Service Desk Support Engineers, guiding them through complex issues and mentoring their growth.
• Deliver exceptional customer service and high-quality technical support to Zopians, setting the tone for the team.
• Serve as a Subject Matter Expert across Windows & Mac operating systems, Microsoft 365, Intune, Tanium, Okta, Zoom, Jamf, Jira, and Confluence.
• Lead or contribute to projects that improve efficiency – e.g., implementing self-service tools, AI chat support, or streamlined onboarding.
• Manage local IT stock (laptops, peripherals, accessories) in the Manchester office, tracking inventory and flagging reorders.
• Collaborate with IT Services Engineers and other colleagues across the Tech division to deliver cross-functional initiatives.
• Drive continuous improvement in processes, documentation, and knowledge sharing.
• Champion automation, modern tools, and innovation across IT Services, collaborating with peers across InfoSec, Service Delivery, and Platform Engineering.
• Enjoy ownership and autonomy to shape how IT support evolves at Zopa.
• Join a supportive, collaborative, and impact-driven team.
• Be part of a company that embraces AI and automation to make work smarter.

Qualifications

• Proven experience in IT support or service desk roles in a dynamic, customer-focused environment.
• Advanced knowledge of Windows & Mac operating systems; Microsoft 365, Intune, Tanium, Jamf, Okta and Zoom.
• Experience mentoring or supporting junior engineers with a collaborative, coaching mindset.
• A good understanding of cybersecurity principles, remote support techniques, and endpoint management.
• Understanding of ITIL-aligned practices (Incident, Change, Problem).
• Strong troubleshooting, prioritisation, and communication skills.
• A curious mindset with enthusiasm for automation and AI-driven improvements.
• Experience implementing process improvements or automation tools.
• Exposure to scripting or PowerShell for automation.
• Knowledge of enterprise AV systems such as Neat or Cisco.
• ITIL Foundation certification.
• Subject to having the right to work in the country of choice.

Company & Additional Information

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 Zopa.com. 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 Instagram @zopalife. The Service Challenge: Leading Zopa’s Tech from the Frontline. At Zopa, we believe technology should make work simpler, smarter, and more human. Our Workplace Technology team keeps our people connected, productive, and supported every day. If you love mentoring others, solving complex challenges, and driving efficiency through technology, you’ll thrive here.

From September 2025, Zopa will be opening a brand-new office in Manchester at WeWork, Dalton Place, 29 John Dalton Street, M2 6WF. At Zopa we value flexible ways of working. This hybrid role requires you to come to our Manchester 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 & Inclusion

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.