IT Service Desk Lead

About FinX

FinX is a digital financial services company, delivering seamless and secure modern banking experiences to millions of users.

About the Role

IT Engineering keeps FinX running. We make sure every employee can do their best work without friction, and that the access behind that work is correct, current, and provable.

The function covers three connected areas: employee support; identity and access; and endpoint, network, and security controls. Together, they decide how employees get help, what they can access, and how their devices connect securely.

We are hiring the Lead who owns all three and leads a team of IT Engineers. Your job is to make the queue shorter—not let it empty you. Routine requests should be self-service. Identity lifecycle should run itself. Reports should assemble themselves. We expect you to use AI to get there as part of the team's everyday work.

Our environment is cloud hosted across productivity, collaboration, source code, identity, and endpoint platforms. This is a hands-on leadership role. You will be in the queue, in the admin consoles, and in the scripts.

Responsibilities

Service Desk

• Set the service standard, prioritise the team's work, manage escalations, and fix the causes of repeat issues.
• Own workplace technology and the full lifecycle of devices, software, licences, and IT assets.
• Build self-service for routine requests, and use service data and AI-assisted triage to make the queue smaller.
• Turn complex resolutions into clear runbooks that the team can reuse.
• Partner with internal teams and vendors to deliver office moves, new sites, and workplace changes.

Identity and Access Administration

• Own the employee identity lifecycle: joiners arrive ready, movers receive the right access, and leavers are revoked on time.
• Administer accounts, groups, roles, SSO, MFA, automated provisioning, privileged access, and access reviews.
• Manage source code platform access, including organisation and repository permissions, tokens, and keys.
• Automate routine access requests and keep decisions, exceptions, and reviews easy to verify.

Endpoint, Network and Security Controls

• Implement and maintain endpoint standards defined with the Security team, covering configuration, patching, encryption, software deployment, and compliance.
• Keep endpoint management and security agents deployed, healthy, and current across the fleet.
• Own the office network, including wireless, switching, internet connectivity, segmentation, and secure remote access.
• Keep configuration documented, reviewable, and in version control where the platform allows it.

Compliance and Awareness

• Work with Security to implement controls, resolve findings, and prepare evidence for ISO/IEC 27001 and other audits.
• Automate reporting and evidence collection. Check AI-assisted output before anyone relies on it.
• Deliver practical security awareness, using service trends to focus on the risks employees face.

You May Be a Good Fit If You

• Have 5+ years in corporate IT, infrastructure, or end-user services, including 2+ years leading a technical team.
• Have run a service desk and understand incident, request, problem, change, and asset management.
• Have administered identity hands on, including SSO, MFA, provisioning, groups, and privileged access.
• Have managed Windows or macOS endpoints at scale using a platform such as Intune or Jamf.
• Have run an office network across wireless, switching, internet connectivity, segmentation, and remote access.
• Can script and use APIs or workflow tools to remove recurring manual work.
• Use AI with judgment: you know what to delegate, what to keep with a human, and how to check the result.
• Take ownership through to resolution and write documentation that helps other people act.

Strong Candidates May Also

• Have worked in fintech, banking, financial services, or another regulated industry.
• Have built self-service or automation across identity, endpoints, or employee lifecycle processes.
• Have supported ISO/IEC 27001 controls or audits, or hold a relevant technical certification.

What Makes This Role Unique

Most IT lead roles are asked to keep a queue moving. This one is asked to make it smaller. You will have the mandate and tools to replace repeat work with automation, self-service, and practical AI. Because the role owns identity, endpoints, and access, what you build matters to FinX's security as much as its convenience.

This is a hands-on role with room to shape how the function works: what gets automated, what becomes self-service, and what standard the team holds.