Technical Support Lead

We are a fast-growing B2B lending business providing funding solutions to UK businesses. As the organisation scales, operational systems, service management, reporting, AI-enabled workflows and technology support are becoming increasingly important.

This is an opportunity to become the operational owner of a core CRM and lending platform that supports sales, underwriting, operations, broker management and customer servicing.

Working directly with the CTO, you will coordinate technology projects, manage application enhancements, oversee testing and releases, manage suppliers and support the rollout of next-generation AI applications.

The CTO owns the technology vision, architecture, roadmap and AI transformation. You will own the successful operational delivery of the organisation’s business applications., You won’t need to be a senior developer, but you should understand software development principles and be comfortable working with APIs, SQL, JSON and modern web applications.

This is not a traditional IT Support or Infrastructure Engineer position. We are looking for someone who wants to own business applications, coordinate technology delivery and become the operational lead for the application estate.

Key Responsibilities:

CRM & Application Management

Take operational ownership of the organisation’s core CRM and lending platform, including:

• Day-to-day platform management and support.
• Gathering and prioritising business requirements.
• Coordinating developers and third-party suppliers.
• Managing application enhancements and releases.
• Coordinating User Acceptance Testing (UAT).
• Maintaining application documentation.
• Monitoring data quality and platform performance.
• Supporting business users.
• Identifying opportunities to improve workflows, automation and efficiency.

Technology Project Delivery

Support the CTO with the delivery of technology projects, including:

• Coordinating projects from initiation through to implementation.
• Gathering and documenting business requirements.
• Producing user stories and acceptance criteria.
• Coordinating developers and technology suppliers.
• Managing project plans, timelines, risks and dependencies.
• Communicating progress to stakeholders.
• Ensuring successful implementation and adoption.

Technology Service Management:

Manage technology service activity across the business, including:

• Managing technology requests.
• Coordinating supplier activity.
• Tracking development work.
• Managing incidents and change requests.
• Monitoring service levels.
• Producing operational reporting.
• Driving continual service improvement.

Technology Support:

Provide first-line technology support for approximately 50 office-based employees alongside a managed IT provider.

Responsibilities include:

• Supporting users with day-to-day technology issues.
• Managing Microsoft 365 accounts and access.
• Coordinating technology requirements for new starters.
• Liaising with the managed IT provider.
• Escalating infrastructure issues where required.

Quality Assurance & UAT:

Coordinate testing across business applications, including:

• Creating test plans.
• Coordinating UAT.
• Tracking defects.
• Supporting regression testing.
• Coordinating production releases.
• Ensuring solutions meet business requirements before deployment.

AI & Automation:

Support the CTO with the rollout of AI applications and wider technology initiatives.

You will:

• Support AI and automation projects.
• Coordinate testing and operational rollout.
• Assist with business adoption.
• Identify opportunities to automate processes.
• Support continuous improvement of AI-enabled workflows.

We’re looking for an ambitious technology professional with approximately 2-4 years’ commercial experience who wants to develop a career in application management, technology delivery and business systems.

You will have experience supporting, improving or delivering a business-critical CRM or operational platform., You may have gained your experience within fintech, SaaS, financial services, software or technology consulting, working alongside developers, suppliers and business users.

Experience with CRM or business applications such as Microsoft Dynamics, Salesforce, HubSpot, Zoho CRM, ServiceNow, Monday.com, Jira, Microsoft Business Central or similar enterprise platforms would be beneficial., We’re looking for someone with:

• 2-4 years’ commercial experience within application support, business systems, software development or technology delivery.
• Experience supporting or managing a CRM or business-critical operational platform.
• Experience working alongside developers and technology suppliers.
• A good understanding of APIs, JSON, SQL and modern web applications.
• Exposure to JavaScript, TypeScript or Python.
• Strong communication, organisation and problem-solving skills.
• The ability to manage multiple priorities simultaneously.
• A genuine interest in software, AI, automation and emerging technologies.
• A degree in Computer Science, Software Engineering, Information Technology or a related discipline is preferred.

Relevant backgrounds could include:

• Application Support Analyst
• CRM Application Analyst
• Business Systems Analyst
• Technology Operations Analyst
• Technical Project Coordinator
• Technical Business Analyst
• Junior Product Owner
• QA/Test Analyst, * Company pension scheme.
• Bonus scheme following successful completion of probation.
• Gym membership following successful completion of probation.
• 25 days’ annual leave plus bank holidays, increasing with length of service up to 29 days.
• Company healthcare plan following successful completion of probation.
• 24/7 counselling support.
• Childcare salary sacrifice scheme.
• Parking provided.
• Enhanced maternity and paternity pay.

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