IT Support Manager — Lead SLA-Driven UK Ops

Propel Holdings; Nottingham; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Pension

25 days holidays

Growth from within

Innovative culture

Job summary

Propel Holdings is seeking an experienced IT Support/Operations Lead to manage the UK IT function, triage tickets in JIRA, and oversee asset provisioning, lifecycle management and basic Salesforce administration. You will line manage one team member and work closely with Security and Tech leadership to maintain compliance and incident response readiness.

The role focuses on delivering reliable IT services in a fast-paced fintech environment, maintaining SOPs, and supporting

Qualifications

• Proven IT support/ops experience, with team lead exposure.
• Familiar with ticketing systems (JIRA preferred).
• Experience with asset management and procurement.
• Basic Salesforce admin (user management).
• Organised, methodical with strong prioritisation.
• Strong communicator.
• Security-first mindset and IT security basics.
• Experience with ISO 27001, Cyber Essentials Plus, PCI DSS, SOC 2 audit evidence.
• UK GDPR data protection awareness.
• Experience following change control processes.

Responsibilities

• Managing and triaging IT support tickets in JIRA, ensuring SLAs are met and users are kept updated.
• Line managing one IT Support team member.
• Procuring hardware and software assets, including vendor liaison and purchase approvals.
• Maintaining asset records in SnipeIT across the full lifecycle.
• Handling routine Salesforce admin tasks including user management.
• Supporting onboarding and offboarding processes for joiners, movers, and leavers.
• Maintaining IT documentation and SOPs.
• Assisting with access reviews and audit evidence collection where required.
• Escalating complex incidents to the Technology/Security team as appropriate.
• Acting as the primary IT contact for the UK business, providing updates to stakeholders.
• Participating in incident response outside core hours on an exception basis.
• Producing basic support metrics for Technology leadership.

Skills

IT support

Team lead

JIRA

Asset management

Salesforce admin

Security mindset

ISO 27001 aware

Tools

SnipeIT

Job description

Propel Holdings is seeking an experienced IT Support/Operations Lead to manage the UK IT function, triage tickets in JIRA, and oversee asset provisioning, lifecycle management and basic Salesforce administration. You will line manage one team member and work closely with Security and Tech leadership to maintain compliance and incident response readiness.

The role focuses on delivering reliable IT services in a fast-paced fintech environment, maintaining SOPs, and supporting