Overview

Join to apply for the Help Desk Team Lead role at Zopa Bank.

We’re Zopa. We started our journey in 2005 with the first peer-to-peer lending platform and launched Zopa Bank in 2020. We’re redefining finance with a people‑centered approach and a culture that aims high and moves finance forward. Learn more at Zopa.com.

The Team

At Zopa, our Helpdesk team doesn’t just fix laptops — they empower colleagues to do their best work. As our new Help Desk Team Lead, you’ll provide hands-on leadership to a tight-knit, high‑impact team that supports over 500 Zopians across multiple sites. Responsibilities include onboarding new starters, resolving critical tech issues, and keeping meeting rooms running smoothly.

Why You’ll Love It Here

Join a supportive, close‑knit team where impact matters more than ego. Work across a modern and diverse tech stack, collaborating with Software Development, InfoSec, and other teams. You’ll have regular development and progression opportunities, and a culture that welcomes ideas and process improvements. Success is measured by real impact: fast response times, user satisfaction, personal goal achievement, and peer recognition. This is a hands-on, in‑office role based in our London office at least 4 days per week.

You’ll be part of a hybrid role with options to work abroad up to 120 days a year, subject to right to work in the country of choice.

Day In The Life

• Lead a team of 4 Support Engineers, setting the standard for customer service and technical excellence.
• Own the daily operation of the helpdesk – ensuring tickets are triaged, SLAs met, and users are supported quickly.
• Support Mac, Windows, AV systems, Office 365, and endpoint management tools.
• Collaborate with InfoSec, Enterprise Tech, and other engineering squads to resolve complex problems and improve tooling.
• Mentor and develop your team through regular 1:1s, feedback, training, and performance reviews.
• Monitor stock and hardware inventory to keep kits ready to go.
• Analyse helpdesk data to spot trends, drive automation, and improve processes.
• Maintain a tidy and fully operational workplace tech area.

Responsibilities

• Lead a team of 4 Support Engineers, setting the standard for customer service and technical excellence.
• Own the daily operation of the helpdesk – triage tickets, meet SLAs, and provide fast user support.
• Support devices and systems including Mac, Windows, AV, Office 365, and endpoint tools.
• Collaborate with InfoSec, Enterprise Tech, and other squads to resolve complex issues and improve tooling.
• Mentor and develop team members through regular 1:1s, feedback, training, and performance reviews.
• Manage hardware inventory to ensure readiness of equipment.
• Analyze ticket data to identify trends and opportunities for automation and process improvement.
• Keep the workplace tech area organized and ready for action.

About You

• Experience leading a service desk team in a fast-paced environment (500+ users).
• Proficiency with ITSM tools like Jira, ServiceNow or Halo.
• Knowledge of Office 365, Active Directory, and endpoint management tools (e.g. Jamf, Intune, Tanium).
• Comfortable supporting both Mac and Windows users.
• Strong ITIL-aligned practices (Incident, Change, Problem).
• Skilled in analyzing ticket data and using Excel to spot trends.
• Customer-first communication, adaptable to varied audiences.
• Interest in process improvement and automation, with curiosity about AI.
• Solid understanding of cybersecurity principles and remote support techniques.

Nice To Have

• Experience with enterprise video conferencing (e.g. Neat, Cisco).
• Knowledge of Okta or similar IDPs.
• ITIL Foundation certification.
• Familiarity with Jamf, Intune or Tanium.

Working at Zopa

We value flexible ways of working. The hybrid role requires you to come to our London office 2-3 days a week. You’ll have the option to work from abroad for up to 120 days a year, subject to right to work in the country of choice. We’ll provide the support you need to thrive in both work and home life.

Diversity Statement

Zopa is committed to a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products and a unique culture. We are nearly 50 nationalities strong and have a DE&I forum to support inclusivity. If you require reasonable adjustments in our hiring process, please let us know.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

Industries

• Financial Services
• IT Services and IT Consulting
• Banking