Senior IM Support Team Lead

Intec Select Ltd; City Of London; On-site; GBP 80,000 - 95,000; Full time

Job summary

A leading global business is seeking a Senior IM Support Team Lead to lead the support function for a complex Marketing IM software estate. You will mentor the team, define support strategies, and ensure technology delivery aligns with business goals. The role requires 5+ years of experience in IM/software support and offers a salary of £95,000 plus comprehensive benefits, including healthcare and flexible working arrangements.

Benefits

Performance bonus

Comprehensive healthcare

Retirement support

Wellbeing support

Professional development opportunities

Qualifications

• 5+ years' experience in IM/software support.
• Proven experience leading technical support teams.
• Proficient with data analysis and issue/SDLC tools.

Responsibilities

• Lead and mentor the IM Marketing Support team.
• Define and implement support strategy, policies, and processes.
• Manage ticketing, escalations, and vendor relationships.

Skills

IM/software support experience

Team leadership

Trading and risk systems knowledge

Data analysis

Problem-solving skills

Communication skills

Education

Bachelor's in Computer Science, Engineering, Mathematics or related field

Tools

CTRM/ETRM systems (e.g., Aspect)

DevOps

JIRA

ServiceNow

Job description

Senior IM Support Team Lead | £95K | London | Financial Services

A leading global business is seeking a Senior IM Support Team Lead to lead the support function for a complex Marketing IM software estate.

This leadership role combines hands‑on technical expertise with strategic oversight, giving you the opportunity to shape support services, partner with business stakeholders, and ensure the delivery of resilient technology solutions across trading, marketing, and operational processes.

Responsibilities

• Lead and mentor the IM Marketing Support team.
• Define and implement support strategy, policies, and processes.
• Manage ticketing, escalations, and vendor relationships.
• Collaborate on deployments, enhancements, and service introduction.
• Drive proactive monitoring, compliance, and continuous improvement.
• Partner with business stakeholders to align technology with goals.

Skills & Experience

• 5+ years' experience in IM/software support.
• Proven experience leading technical support teams.
• Strong background in trading, risk, and back-office/ERP integration systems.
• Hands‑on with CTRM/ETRM systems (e.g., Aspect) desirable.
• Proficient with data analysis and issue/SDLC tools (DevOps, JIRA, ServiceNow).
• Skilled in building, documenting, and improving support processes (ITIL advantageous).
• Excellent analytical, communication, and problem‑solving skills.
• Bachelor's in Computer Science, Engineering, Mathematics, or related field; postgraduate advantageous.

Package

• £95,000 + performance bonus
• Comprehensive benefits including healthcare, retirement, and wellbeing support
• Professional development opportunities
• Hybrid working and flexible travel (3 days in London)