At a Glance
- Tasks: Lead the IT support team and provide top-notch technical assistance to users.
- Company: Join Capital on Tap, a fintech helping small businesses thrive.
- Benefits: Enjoy private healthcare, 28 days holiday, and a learning budget.
- Other info: Dynamic work culture with opportunities for growth and inclusivity.
- Why this job: Make a real impact while developing your leadership skills in tech.
- Qualifications: Experience in IT support and excellent communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.
The Role
We are looking to hire a skilled IT Support Team Lead to act as an escalation and focal point of our company IT desktop and application support function. You will work in conjunction with both the Head Of IT Security & Operations and the wider IT support team to provide day‑to‑day leadership for the IT support team in providing first class support to our users with hardware and software issues. You will be required to work across multiple sites, leading the team and assisting with user account and hardware setups, hardware installations, software upgrades, systems integrations, bespoke business application support and all user‑facing IT‑related issues.
To ensure success as an IT Support Team Lead, you should have prior experience in leading or as a senior member of an IT support function, have extensive knowledge of home and office systems, experience supporting bespoke business applications, excellent problem‑solving skills and high‑level interpersonal skills. A top‑class support engineer who can lead by example.
Responsibilities
- Oversee the day‑to‑day operations of the IT support team.
- Act as a senior support engineer and extension of the support team.
- Provide direct supervision to the team including evaluations, 1‑2‑1's, mentoring, and all other line management responsibilities.
- Be the point of contact for technical support escalations.
- Record and track SLA's and support team workflows, taking responsibility for meeting SLA targets for yourself and the wider team.
- Work with the Head Of IT Security & Operations to identify improvements to support technical process and team efficiency.
- Provide expert assistance to our customer operations teams in relation to the company's bespoke internal and customer facing applications.
- Respond to user support requests in person, via the service desk platform (Jira), via instant message (Slack) and via video call.
- Troubleshooting hardware and software issues.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer software.
- Troubleshooting networking and connection issues.
- Advising on software or hardware upgrades.
- Providing training in computer operation and management to our end users.
- Take ownership of upskilling and training the other members of the IT Support function.
- Set up office equipment and assist with office and team relocations.
- Set up new equipment and accounts for new joiners to the business.
- Assist with the management and maintenance of user accounts across multiple platforms.
- Take ownership of managing and maintaining the asset register.
- Provide feedback on processes and help improve these using previous experience.
- Generate documentation on processes and procedures relating to business IT support.
- Be part of an on‑call rota.
The role will lead a team across multiple offices. Whilst the primary location will be on‑site in the London office, some travel to our other sites, especially Cardiff, Manchester and Brighton, will be required.
About you
- Proven work experience as an application, desktop or IT support engineer or support technician in a senior or lead capacity.
- Excellent communicator both oral and written.
- A 'people person', able to lead by example and gain support and trust of your team and senior stakeholders.
- Ability to act as a technical escalation point for an IT support function.
- Able to lead by example as an extension of the support team as well as giving direction, feedback and mentoring to the team.
- Ability to communicate processes and procedures clearly and accurately, verbally and in writing.
- Experience of delivering a high level of customer service.
- Knowledge of popular operating systems, software applications, and remote connection systems: Microsoft Windows 10/11, Azure Active Directory, Google Workspace, Slack, Jira, Office 365, Intune, Autopilot, Mac OS, Bespoke Application support, Data administration.
- Demonstrable knowledge of structured query language (SQL).
- Experience with OS patching upgrade management.
- Appreciation of working within IT Security frameworks such as ISO27001, NIST.
- Advanced knowledge of computer hardware systems (Dell laptop and desktops preferred).
- Ability to solve complex hardware and software issues.
- Ability to travel and work after hours when necessary.
- Be part of an on‑call rota covering out of hours support.
- Excellent interpersonal skills.
- Good written and verbal communication skills.
- Microsoft or IT‑related certifications (ITIL, CompTIA, etc) preferred.
Our Values & Culture
- Just Pilot: We never settle for "good enough". We pilot new ideas fast, ask questions to figure it out, and scale quickly.
- Why Not Today? Fast is as slow as we go – speed and simplicity gives us a competitive advantage.
- Be a Buddy: We tap in from day one to help the team, we do the right thing even if it's hard.
- Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
- Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.
Diversity & Inclusion
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Great Work Deserves Great Perks
- Private Healthcare including dental and opticians services through Vitality.
- Worldwide travel insurance through Vitality.
- Anniversary Rewards (£250, £500, £750, 4‑week fully paid sabbatical).
- Salary Sacrifice Pension Scheme up to 7% match.
- Octopus EV Salary Sacrifice Scheme.
- 28 days holiday (plus bank holidays).
- Annual Learning and Wellbeing Budget.
- Enhanced Parental Leave.
- Cycle to Work Scheme.
- Season Ticket Loan.
- 6 free therapy sessions per year.
- Dog Friendly Offices.
- Free drinks and snacks in our offices.
Other Info
- Check out our 'Top Tips' for interviewing.
- Keep updated on new job opportunities by following us on LinkedIn.
- Email careers@capitalontap.com if you have any questions.
Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).
IT Support Team Lead employer: Capital on Tap
At Capital on Tap, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As an IT Support Team Lead, you will not only lead a talented team but also benefit from our commitment to employee growth through regular feedback, training opportunities, and a supportive environment. With perks like private healthcare, generous holiday allowances, and a dog-friendly office, we ensure that our employees feel valued and empowered to thrive in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Team Lead
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for an IT Support Team Lead role. You never know who might have the inside scoop on openings at Capital on Tap!
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and leadership experience. Think about examples where you've led a team or solved complex issues. We want to see how you can bring that top-class support to our users!
✨Tip Number 3
Show us your personality! During interviews, be yourself and let your passion for IT support shine through. Remember, we’re looking for a 'people person' who can lead by example and build trust with the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our mission to help small businesses thrive!
We think you need these skills to ace IT Support Team Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Team Lead role. Highlight your experience in leading IT support teams and your technical skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for Capital on Tap. Share specific examples of your leadership experience and problem-solving skills, and don’t forget to show your enthusiasm for helping small businesses.
Show Off Your Communication Skills:As an IT Support Team Lead, communication is key! Make sure your written application reflects your ability to communicate clearly and effectively. We love a good story, so feel free to share experiences where your communication made a difference.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any updates. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at Capital on Tap
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of the operating systems and software applications mentioned in the job description. Familiarise yourself with Microsoft Windows, Google Workspace, and Jira, as well as any bespoke applications Capital on Tap uses. Being able to discuss these confidently will show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
As an IT Support Team Lead, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples from your past experiences where you've successfully managed a team or resolved conflicts. Highlight how you can inspire trust and support among your colleagues, as this is crucial for the role.
✨Prepare for Problem-Solving Scenarios
Expect to face technical scenarios during your interview. Brush up on your troubleshooting skills and be ready to walk through how you would handle specific hardware or software issues. This will not only showcase your technical expertise but also your problem-solving approach, which is key for this position.
✨Communicate Clearly and Effectively
Since excellent communication is a must-have for this role, practice articulating your thoughts clearly. Whether it's explaining a technical process or discussing your previous experiences, ensure you can convey your ideas in a straightforward manner. This will help you connect with the interviewers and demonstrate your interpersonal skills.
