Service Desk Team Lead

Overview

Copper builds institutional digital asset infrastructure with a focus on custody, collateral management, and prime services. Copper uses Multi-Party Computation (MPC) technology for secure custody and connects to centralised exchanges, DeFi applications, and staking pools without assets leaving custody. ClearLoop underpins a full prime services offering, enabling trading and settlement from MPC-secured wallets with minimal settlement times and enhanced security. Copper maintains strong industry insurance coverage and security certifications.

Technology Operations supports the management and technical support of corporate and product platforms and infrastructure. The function guides engineering initiatives, provides major incident management, and supplies data and insights to inform critical infrastructure decisions.

Copper is looking to hire a Service Desk Team Lead to strengthen the engineering function and establish an effective ITSM process aligned with agile delivery, driving major incident management and supporting internal tooling.

Role Purpose

The Service Desk Team Lead will lead the corporate IT support function and the operational delivery of end-user services, ensuring high-quality support, driving service improvements, and maintaining a reliable and secure technology environment. The Team Lead will mentor service desk analysts and collaborate with Infrastructure, Security, and Application teams to align support operations with business goals.

Key Responsibilities

• Corporate IT Support
• Lead and mentor the global Service Desk team, delivering high-quality internal user support across all corporate IT systems.
• Conduct regular performance reviews, set objectives, and support career development for team members.
• Align regional support practices to ensure consistent service across time zones and geographies.
• Manage day-to-day Service Desk operations, including ticket triage, escalation, and performance monitoring.
• Ensure timely resolution of incidents and service requests in line with SLAs.
• Drive continuous improvement to enhance service quality and user satisfaction.
• Monitor support metrics and generate regular reports to track performance and identify trends.
• Develop and maintain knowledge base articles and standard operating procedures.
• Collaborate with Infrastructure, Security, and Application teams to resolve complex technical issues.
• Work with Security to enforce endpoint protection, data loss prevention, and compliance with policies and regulations (e.g., GDPR).
• Coordinate with third-party vendors and service providers to ensure timely delivery of hardware, software, and support services.
• Oversee inventory tracking, procurement, and lifecycle management of IT assets and software licenses.

Your experience, skills and knowledge

• Proven experience in a Global Service Desk or Global IT Support leadership role.
• Strong understanding of ITIL principles and incident, problem, and change management processes.
• Expertise in macOS support within a predominantly Mac estate; JAMF experience is desirable.
• Proficiency with Jira Service Management, JIRA, and Confluence for ticketing and documentation.
• Understanding of identity and access management (IAM) principles and tools (e.g., AzureAD).
• Excellent troubleshooting and technical skills across hardware, software, and network issues.
• Strong communication and stakeholder management skills.
• Experience working with remote and distributed teams across multiple time zones.
• Experience in a SaaS or technology-driven environment.
• Knowledge of cloud platforms (e.g., AWS, Azure) and modern workplace tools (e.g., Microsoft 365).
• Exposure to Agile or DevOps environments.
• Experience of working in a regulated organization.

The benefits offered

• Holidays: 27 days per annum, plus bank holidays
• Years of Service Days: +1 paid day per year of service (up to three years)
• Vitality Health: Medical, dental, audiology, optical cover, menopause support, headspace, and related health benefits
• Home Working Energy Support Scheme: monthly top-up to help with energy costs
• Pension up to 10% matched contribution
• Cycle to Work
• EAP: unlimited mental health consultations and 24/7 confidential helpline
• Sponsored Learning and Development opportunities
• Regular company events and social activities

In return, Copper offers an exciting, challenging role in a fast-growing, dynamic business with career opportunities and a welcoming working environment.

If you think you have what we’re looking for, we’d love you to apply.

Copper is an equal opportunity employer. We embrace diversity and equal opportunities and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Copper is a Disability Confident Employer; please let us know if you require assistance during the recruitment process.

Equal Employment Opportunity statement and related information are provided as part of our recruitment process.