IT Service Desk (Lead) Engineer

Zopa Ltd; Manchester; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading financial technology company in Manchester seeks an experienced IT Service Desk (lead) Engineer to enhance their service desk operations. You will guide and support teams while driving improvements through automation and AI. The ideal candidate has proven IT support experience, strong technical skills, and a passion for mentoring. Join a dynamic team that embraces innovation and delivers exceptional support.

Qualifications

• Proven experience in IT support or service desk roles.
• Advanced knowledge of Microsoft 365 and endpoint management.
• Experience mentoring junior engineers.

Responsibilities

• Act as an escalation point for complex issues.
• Deliver customer service and technical support.
• Lead projects that improve efficiency and automation.

Skills

IT support experience

Windows & Mac operating systems

Microsoft 365

Mentoring junior engineers

Strong troubleshooting skills

Communication skills

Curiosity for automation and AI

Tools

Intune

Tanium

Zoom

Jamf

Jira

Confluence

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.

Responsibilities

• Please note this role will be based in our Central Manchester Office 4 days per week
• Your Impact: 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.
• Your Toolkit: You don't need to know everything - but here's what would help, Collaborate closely 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.
• How we measure success: Positive feedback from peers and stakeholders on leadership and collaboration.
• Strong SLA and CSAT performance across the team.
• Successful delivery of improvement projects and automation initiatives.
• Consistent knowledge sharing, documentation, and mentoring outcomes.

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.

Nice-to-have / Bonus

• 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.