[ref. e06936218] IT Service Desk Lead - England

apartmentYouLend placeEngland scheduleFull-time calendar_month15/05/2025

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

Essential Skills

Proven experience in IT support/service desk environments with ownership responsibilities
Strong working knowledge of Microsoft 365, Entra ID, Windows and macOS environments
Familiarity with MDM tools (Intune, Kandji), ITSM platforms, and ITIL-aligned processes
Excellent communication, customer service, and organisational skills
Ability to work independently while staying aligned with a global team
Experience supporting SaaS-heavy environments (Slack, Atlassian, HubSpot, cloud telephony, etc.)
A proactive, methodical approach to troubleshooting and documentation
Experience supervising and developing more junior colleagues

Benefits

Private Healthcare Plan
Pension Plans
Leave Package
Training & Development
Employee Assistance Programme - Counseling
Childcare Voucher Scheme

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