At a Glance
- Tasks: Lead a dynamic Help Desk team, ensuring top-notch tech support for over 500 users.
- Company: Join Zopa, a pioneering bank reshaping finance with a people-first approach since 2005.
- Benefits: Enjoy flexible working options, including remote work and a vibrant office environment in London.
- Other info: Zopa promotes diversity and offers a workplace free from discrimination.
- Why this job: Make a real impact in a supportive team that values your ideas and fosters growth.
- Qualifications: Experience leading service desk teams and proficiency with ITSM tools are essential.
The predicted salary is between 36000 - 60000 £ per year.
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com !
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count.Want to see us in action? Follow us on Instagram @zopalife
The Team:
At Zopa, our Helpdesk team doesn’t just fix laptops — they empower our people to do their best work every day. As our new Help Desk Team Lead, you’ll bring hands-on leadership to a tight-knit, high-impact team that supports over 500 Zopians across multiple sites. Whether it’s onboarding a new starter, resolving a critical tech issue, or keeping our meeting rooms running smoothly, your team is the friendly face of IT.
Why You’ll Love It Here:
Join a supportive, close-knit team where impact matters more than ego. You\'ll work across a modern and diverse tech stack, collaborate with everyone from Software Development to InfoSec, and grow through regular development and progression opportunities. Your voice counts — we’re big on process improvement and welcome fresh ideas. Success here is measured by real impact: think fast response times, satisfied users, personal goal achievement, and peer recognition across the business.
This is a hands-on, in-office role. You’ll be based in our London office at least 4 days per week , working directly with Zopians to keep our tech running seamlessly.
A 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 are hit, and users get the support they need, fast.
- Use your expertise to support everything from Mac and Windows devices to AV systems, Office 365, and endpoint management tools.
- Collaborate closely 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, and make sure our kit is always ready to go.
- Analyse helpdesk data to spot trends, drive automation, and make process improvements.
- Ensure the workplace tech area is always ready for action — clean, organised, and fully operational.
- 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, endpoint management tools (e.g.Jamf , Intune, Tanium)
- Comfortable supporting both Mac and Windows users
- Strong grasp of ITIL-aligned practices (Incident, Change, Problem)
- Skilled in analysing ticket data, using tools like Excel to spot and act on trends
- Customer-first communication — you adapt your style based on who you’re helping
- An interest in process improvement and automation, with curiosity about AI
- A solid understanding of cybersecurity principles and remote support techniques
- Experience with enterprise video conferencing (e.g. Neat, Cisco)
- Knowledge of Okta or similar IDPs
- ITIL Foundation certification
- Familiarity with Jamf, Intune or Tanium
#ON-LI1
We\'re on the move!
Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.
You\'ll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
#J-18808-LjbffrHelp Desk Team Lead in London employer: Zopa
At Zopa, we pride ourselves on being a top employer that champions innovation and collaboration in the finance sector. Our supportive work culture fosters personal growth and development, with ample opportunities for career progression and a strong emphasis on employee well-being. Located in the vibrant heart of London, our team enjoys a flexible working environment, a diverse workplace, and the chance to make a meaningful impact every day.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Team Lead in London
✨Tip Number 1
Familiarise yourself with Zopa's values and culture. Since they pride themselves on being a supportive and close-knit team, showing that you align with their ethos during your interactions can make a significant impact.
✨Tip Number 2
Demonstrate your leadership skills by sharing examples of how you've successfully managed a service desk team in the past. Highlight specific instances where you improved customer service or resolved complex issues to showcase your hands-on approach.
✨Tip Number 3
Engage with current Zopians on social media platforms like LinkedIn or Instagram. This can provide insights into the company culture and help you tailor your conversations to reflect their values and expectations.
✨Tip Number 4
Prepare to discuss your experience with ITSM tools and your understanding of ITIL practices. Being able to articulate how you've used these tools to drive process improvements will demonstrate your readiness for the role.
We think you need these skills to ace Help Desk Team Lead in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in leading service desk teams, particularly in fast-paced environments. Emphasise your proficiency with ITSM tools and any specific technologies mentioned in the job description.
Craft a Compelling Cover Letter:In your cover letter, express your passion for redefining finance and how your leadership style aligns with Zopa's values. Mention specific examples of how you've improved processes or mentored team members in previous roles.
Showcase Your Technical Skills:Clearly outline your technical skills related to the role, such as your experience with Office 365, Active Directory, and endpoint management tools. Use bullet points for clarity and impact.
Highlight Customer-Focused Achievements:Include examples of how you've prioritised customer service in your previous roles. Discuss any metrics or feedback that demonstrate your success in improving user satisfaction and response times.
How to prepare for a job interview at Zopa
✨Showcase Your Leadership Skills
As a Help Desk Team Lead, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed a team in the past, focusing on your approach to setting standards for customer service and technical excellence.
✨Familiarise Yourself with ITSM Tools
Make sure you have a solid understanding of ITSM tools like Jira, ServiceNow, or Halo. Be ready to discuss your experience with these tools and how you've used them to improve helpdesk operations and user satisfaction.
✨Emphasise Your Customer-First Approach
Zopa values a customer-first communication style. Think about how you adapt your communication based on the user's needs and be prepared to share specific examples of how you've resolved issues while keeping the user experience in mind.
✨Discuss Process Improvement Ideas
Zopa is keen on process improvement and automation. Come prepared with ideas on how you could enhance their helpdesk operations, perhaps by analysing ticket data or implementing new tools. Show your curiosity about AI and how it can be leveraged in this role.
