IT Support Manager

Propel Holdings Inc.; Nottingham; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Pension

25 days holidays

Job summary

Propel Holdings Inc. in the UK is seeking an IT Support Specialist with line-management experience to join our growing Technology team in Nottingham. You will triage and manage IT tickets in Jira, procure hardware/software, maintain asset records in SnipeIT, and perform Salesforce admin tasks.

You’ll support onboarding/offboarding and help build secure, compliant IT operations. This role emphasizes hands-on problem solving, collaboration with UK stakeholders, and ongoing process improvement in a

Qualifications

• Proven IT support or operations experience including team lead responsibilities
• Experience with ticketing systems and maintaining SLAs
• Understanding of asset management and procurement processes

Responsibilities

• Manage and triage IT support tickets in Jira, ensuring SLAs are met
• Line manage one IT Support team member; conduct 1:1s and development
• Procure hardware and software; liaise with vendors and approvals
• Maintain asset records in SnipeIT from provisioning to decommission
• Handle Salesforce admin tasks: user mgmt, resets, permissions
• Support onboarding/offboarding for joiners/movers/leavers
• Keep IT docs and SOPs up to date
• Assist with audit evidence collection and change control processes
• Act as UK IT support contact; provide updates to stakeholders
• Contribute to incident response outside core hours when required
• Produce basic IT metrics for Technology leadership

Skills

IT support

Team leadership

Vendor liaison

Asset management

Security fundamentals

Tools

JIRA

SnipeIT

Salesforce

Job description

Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we have been so successful and why our employees choose Propel to build their careers.

Join us as we change the way employees, customers and shareholders succeed together.

The Role:

• Managing and triaging IT support tickets in JIRA, ensuring SLAs are met and users are kept in the loop including identifying recurring issues, improving SLAs, and reducing repeat incidents through better processes or tooling
• Line managing one IT Support team member. Day-to-day oversight, 1:1s, and helping them develop
• Procuring hardware and software assets, including vendor liaison and purchase approvals
• Maintaining accurate asset records in SnipeIT, covering the full lifecycle from provisioning to decommission
• Handling routine Salesforce admin tasks including; user management, password resets, permission assignments, and similar
• Supporting onboarding and offboarding processes for joiners, movers, and leavers
• Maintaining IT documentationand keeping SOPs up to date
• Assisting with access reviews and contributing to auditevidence collection where required
• Escalating complex infrastructure, security incidents, or platform issues to the wider Technology/Security team as appropriate
• Acting as the primary point of contact for IT support matters for the UK business, providing clear updates and setting expectations with stakeholders
• Participating in incident response outside core hours on an exception basis where required
• Producing basic support metrics (ticket volumes, SLA performance, common issue trends) for Technology leadership.
• Proven experience in an IT support or operations role, ideally with some team lead or supervisory experience
• Comfortable working a ticketing system - JIRA experience preferred
• Familiarity with asset management tools and procurement processes
• Organised, methodical, and good at juggling priorities without dropping the ball
• A good understanding of IT security fundamentals and a security-first mindset in day-to-day work
• Comfortable operating within a compliance-heavy environment (ISO 27001, Cyber Essentials Plus, PCI DSS, and SOC 2). You'll be expected to support audit evidence collection and adhere to our policies
• Awareness of data protection obligations under UK GDPR, particularly around handling personal data as part of support requests and asset management
• Experience following change control processes and escalating appropriately

Benefits to Joining Propel

• Pension
• 25 days holidays, increasing by 1 day per year (up to 30)
• Growth and opportunity - we pride ourselves on promoting from within
• Incredible company culture
• A culture that values innovation, collaboration and continuous improvement.

Our Culture:

Propel brings together the brightest talent to build opportunities. We are entrepreneurs who measure success through results and growth from within; talent and hard work never go unnoticed. Our team fosters curiosity and growth.

Equality, Diversity & Inclusion:

Our organisation is made up of brilliant people. Each of us is unique, whether in terms of our background, personal characteristics, experience, skills or motivations. And we value our people for the differences they bring to the table. These differences - this diversity is powerful.

Fostering an inclusive culture helps each of us to benefit from a wider range of these different perspectives, experiences and skills. We believe that this creates a happier, more productive working environment for us all.