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. - Exp…