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For Companies At a Glance
- Tasks: Lead and mentor Service Desk teams while solving complex IT issues.
- Company: Join Zopa Bank, a forward-thinking financial services company.
- Benefits: Enjoy competitive pay, a supportive team, and opportunities for growth.
- Why this job: Shape the future of IT support with cutting-edge tech and AI.
- Qualifications: Experience in IT support and a passion for mentoring others.
- Other info: Collaborative environment with a focus on innovation and diversity.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the IT Service Desk (Lead) Engineer role at Zopa Bank.
As our new IT Service Desk (Lead) Engineer, you’ll guide and support the Service Desk teams across London & Manchester. You’ll combine deep technical expertise with leadership, mentoring, and project work — driving improvements that help Zopians work more effectively. You’ll act as an escalation point for complex issues, a trusted partner to the Service Desk Team Lead, and a champion for using AI and automation to make service delivery smarter.
The role will be based in our Central Manchester Office 4 days per week.
Responsibilities
- Act as an escalation point for Service Desk Support Engineers, guiding them through complex issues and mentoring their growth.
- Deliver exceptional customer service and high-quality technical support to Zopians, setting the tone for the team.
- Serve as a Subject Matter Expert across Windows & Mac operating systems, Microsoft 365, Intune, Tanium, Okta, Zoom, Jamf, Jira, and Confluence.
- Lead or contribute to projects that improve efficiency, such as implementing self-service tools, AI chat support, or streamlined onboarding.
- Manage local IT stock (laptops, peripherals, and accessories) in the Manchester office, tracking inventory and flagging reorders.
- Collaborate with IT Services Engineers and other colleagues across the Tech division to deliver cross-functional initiatives.
- Drive continuous improvement in processes, documentation, and knowledge sharing.
- Champion automation, modern tools, and innovation across IT Services.
Your Toolkit
- Proven experience in IT support or service desk roles in a dynamic, customer-focused environment.
- Advanced knowledge of Windows & Mac operating systems. Microsoft 365, Intune, Tanium, Jamf, Okta and Zoom.
- Experience mentoring or supporting junior engineers with a collaborative, coaching mindset.
- A good understanding of cybersecurity principles, remote support techniques, and endpoint management.
- Understanding of ITIL-aligned practices (Incident, Change, Problem).
- Strong troubleshooting, prioritisation, and communication skills.
- A curious mindset with enthusiasm for automation and AI-driven improvements.
Bonus Points If You Have
- Experience implementing process improvements or automation tools.
- Exposure to scripting or PowerShell for automation.
- Knowledge of enterprise AV systems such as Neat or Cisco.
- ITIL Foundation certification.
Why You\’ll Love It Here
- Work with cutting-edge technologies in a modern IT environment.
- Collaborate closely with peers across InfoSec, Service Delivery, and Platform Engineering.
- Own and shape how IT support evolves at Zopa with autonomy.
- Join a supportive, collaborative, and impact-driven team.
- Be part of a company that embraces AI and automation to make work smarter.
How We Measure Success
- Positive feedback from peers and stakeholders on leadership and collaboration.
- Strong SLA and CSAT performance across the team.
- Successful delivery of improvement projects and automation initiatives.
- Consistent knowledge sharing, documentation, and mentoring outcomes.
Diversity Statement
Zopa is committed to a workplace free from discrimination. We value diversity of experience, perspectives, and backgrounds and encourage applicants from all backgrounds to apply. We may use AI tools to support parts of the hiring process, but human judgment makes final hiring decisions. If you require any reasonable adjustments, please let us know.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
Financial Services, IT Services and IT Consulting, and Banking
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IT Service Desk (Lead) Engineer employer: Zopa Bank
Contact Detail:
Zopa Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk (Lead) Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at Zopa or similar companies. A friendly chat can lead to insider info about the role and even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and leadership examples. Think of specific situations where you’ve mentored others or solved complex issues — these stories will make you stand out!
✨Tip Number 3
Show your enthusiasm for AI and automation! Be ready to discuss how you’ve used these tools in past roles or how you envision implementing them at Zopa. It’ll show you’re aligned with their vision.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace IT Service Desk (Lead) Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the IT Service Desk (Lead) Engineer role. Highlight your experience with Windows & Mac systems, Microsoft 365, and any leadership roles you've had. We want to see how your skills align with what we're looking for!
Show Off Your Soft Skills: Technical skills are crucial, but don’t forget to showcase your communication and mentoring abilities. We’re all about collaboration here at StudySmarter, so let us know how you’ve supported and guided others in previous roles.
Be Specific in Your Cover Letter: Use your cover letter to dive deeper into your relevant experiences. Mention specific projects where you’ve implemented improvements or automation tools. This is your chance to shine and show us how you can drive change at Zopa!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Zopa Bank
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows & Mac operating systems, Microsoft 365, and the other tools mentioned in the job description. Being able to discuss these technologies confidently will show that you're not just familiar with them, but that you can also lead and mentor others in their use.
✨Showcase Your Leadership Skills
Prepare examples of how you've mentored or supported junior engineers in the past. Think about specific situations where your guidance made a difference. This will demonstrate your ability to lead and inspire the Service Desk team at Zopa.
✨Emphasise Continuous Improvement
Be ready to discuss any process improvements or automation tools you've implemented in previous roles. Highlight your curiosity for AI-driven solutions and how you've used them to enhance service delivery. This aligns perfectly with Zopa's focus on innovation.
✨Communicate Clearly and Confidently
Strong communication skills are key for this role. Practice articulating complex technical issues in a way that's easy to understand. During the interview, make sure to listen actively and respond thoughtfully to questions, showcasing your troubleshooting and prioritisation skills.
