IT Service Desk Lead

As an IT Service Desk Lead at YouLend, you will be one of two regional leads responsible for delivering high-quality IT support services to employees across our global operations. One role will be based in our London office and the other in our Atlanta office, providing geographic and time zone coverage to ensure continuity, resilience, and operational excellence.

You will act as the regional escalation point for all end-user IT support issues, lead by example in providing exceptional support, and work closely with peers and global IT leadership to maintain and continually improve our service delivery model. The role is pivotal in upholding YouLend’s standards around IT security, access control, and operational alignment across regions.

Requirements

Key Responsibilities

• Lead the delivery of IT support for your assigned region, including 1st/2nd line incident resolution, request fulfilment, and escalations.
• Own regional IT onboarding/offboarding workflows in coordination with HR and Security.
• Ensure timely and secure provisioning/deprovisioning of access in accordance with Joiner-Mover-Leaver processes.
• Troubleshoot hardware, software, and network issues across Windows, macOS, iOS, and supported SaaS platforms.
• Collaborate with your counterpart in the other region to ensure consistent user experience, knowledge sharing, and issue handover across time zones.
• Enforce security policies and proactively identify and reduce instances of shadow IT.
• Maintain and improve asset management practices, ensuring visibility of all regional devices and peripherals.
• Support local office infrastructure (meeting room tech, printers, network equipment, etc.).
• Coordinate with third-party vendors (e.g., Apple, Dell, Microsoft, OpenAI, CRM, and Telephony partners) where required.
• Proactively contribute to documentation, service improvement initiatives, automations, and toolset optimisation.
• Demonstrate proven experience in IT support/service desk environments with ownership responsibilities.
• Have a strong working knowledge of Microsoft 365, Entra ID, Windows, and macOS environments.
• Be familiar with MDM tools (Intune, Kandji), ITSM platforms, and ITIL-aligned processes.
• Exhibit excellent communication, customer service, and organisational skills.
• Be capable of working independently while staying aligned with a global team.
• Have experience supporting SaaS-heavy environments (Slack, Atlassian, HubSpot, cloud telephony, etc.).
• Adopt a proactive, methodical approach to troubleshooting and documentation.
• Possess experience supervising and developing more junior colleagues.

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