Technology Operations Lead

About Allica Bank Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers. ROLE DESCRIPTION We are looking for a hands-on and technically accomplished Technology Operations Lead to support and enhance our Technology Operations capability. This is a senior technical role with operational leadership responsibilities, providing technical leadership to the Service Desk, owning endpoint management, leading the technology aspects of the Joiners, Movers and Leavers (JML) process, and driving automation to improve operational efficiency and colleague experience. This role suits a proactive technical leader who enjoys solving complex challenges, mentoring others and continuously improving operational processes. Working closely with the Technology Operations Manager and business stakeholders, you will help deliver secure, reliable and scalable technology services across Allica. PRINCIPAL ACCOUNTABILITIES SERVICE DESK LEADERSHIP - Provide day-to-day technical leadership, coaching and mentoring to the Service Desk team. - Act as the primary escalation point for complex technical incidents and service requests. - Support service delivery against agreed SLAs, monitor operational performance and drive continual improvement. ENDPOINT MANAGEMENT - Manage the lifecycle of macOS and Windows endpoints, including provisioning, configuration, deployment and retirement. - Administer and enhance MDM/UEM platforms to ensure secure, compliant and standardised device management. - Maintain endpoint security through patching, vulnerability remediation, software deployment and configuration management. JOINERS, MOVERS & LEAVERS - Deliver the technology components of the JML lifecycle, ensuring timely provisioning, access management and deprovisioning. - Work closely with People, Security and hiring managers to provide a seamless onboarding and offboarding experience. - Maintain accurate audit records and continuously improve JML processes through automation and standardisation. OFFICE TECHNOLOGY & WORKPLACE SERVICES - Lead technology delivery for new office openings, relocations and workplace expansion projects. - Coordinate workplace technology deployments, including end-user devices, meeting room technology and collaboration platforms. - Partner with Infrastructure, Facilities and third-party suppliers to deliver reliable workplace technology services. - Maintain office technology standards, documentation and asset inventories. AUTOMATION & SERVICE IMPROVEMENT - Develop automation using scripting, workflow tools and self-service capabilities to reduce manual effort and improve operational efficiency. - Champion a shift-left approach through knowledge management, self-service and AI-assisted support capabilities. - Maintain operational documentation, runbooks and processes to support continuous service improvement. STAKEHOLDER MANAGEMENT & GOVERNANCE - Build effective relationships across Technology, Security, People, Facilities and business teams. - Collaborate with technology suppliers to ensure effective service delivery. - Support technology governance, operational reporting, audit activities and service transition for new technologies. PERSONAL ATTRIBUTES & EXPERIENCE - Proven experience in a senior IT Support, Endpoint Engineering or Technology Operations role. - Experience providing technical leadership or mentoring within a Service Desk or Technology Operations environment. - Strong hands-on experience managing Windows and macOS endpoints using MDM/UEM platforms such as Microsoft Intune or Jamf. - Good understanding of identity and access management and Joiners, Movers and Leavers processes. - Experience developing automation using PowerShell, Bash, Python or similar scripting languages. - Strong knowledge of ITSM principles and platforms such as Jira Service Management, ServiceNow or equivalent. - Excellent troubleshooting, analytical, prioritisation and stakeholder management skills. - Strong written and verbal communication skills with a collaborative approach. - A proactive mindset with a passion for continuous improvement and operational excellence. DESIRABLE - ITIL v4 Foundation certification or higher. - Experience working within Financial Services, FinTech or another regulated environment. - Experience supporting FCA, PRA and Operational Resilience requirements. - Experience delivering workplace technology for office openings or relocation projects - Experience with Microsoft Teams Rooms, Zoom Rooms or other workplace collaboration technologies. - Experience with AI-assisted Service Desk or chatbot automation. - Microsoft certifications relating to Microsoft 365, Security, Identity or Endpoint Management. Working at Allica Bank At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind: - Full onboarding support and continued development opportunities - Options for flexible working - Regular social activities - Pension contributions - Discretionary bonus scheme - Private health cover - Life assurance - Family friendly policies including enhanced Maternity & Paternity leave Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you! Flexible working We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate. Diversity We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.