Technical Support Lead

• Take operational ownership of our core CRM and lending platform.
• Manage day-to-day platform support.
• Gather and prioritise business requirements.
• Coordinate developers and third-party suppliers.
• Manage application enhancements and releases.
• Coordinate User Acceptance Testing (UAT).
• Maintain application documentation.
• Monitor data quality and platform performance.
• Support business users.
• Identify opportunities to improve workflows, automation and efficiency.
• Support the CTO with the delivery of technology projects.
• Coordinate projects from initiation through to implementation.
• Gather and document business requirements.
• Produce user stories and acceptance criteria.
• Manage project plans, timelines, risks and dependencies.
• Communicate progress to stakeholders.
• Ensure successful implementation and adoption.
• Manage technology service activity across the business.
• Manage technology requests.
• Coordinate supplier activity.
• Track development work.
• Manage incidents and change requests.
• Monitor service levels.
• Produce operational reporting.
• Drive continual service improvement.
• Provide first-line technology support for approximately 50 office-based employees alongside a managed IT provider.
• Support users with day-to-day technology issues.
• Manage Microsoft 365 accounts and access.
• Coordinate technology requirements for new starters.
• Liaise with the managed IT provider.
• Escalate infrastructure issues where required.
• Coordinate testing across business applications.
• Create test plans.
• Track defects.
• Support regression testing.
• Coordinate production releases.
• Ensure solutions meet business requirements before deployment.
• Support the rollout of AI applications and wider technology initiatives.
• 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.

Technologies:

• AI
• CRM
• CTO
• Support
• JSON
• JavaScript
• Microsoft 365
• Python
• SQL
• TypeScript
• Web
• Office 365
• HubSpot
• JIRA
• Product Owner
• Salesforce
• ServiceNow, We are a fast-growing B2B lending business providing funding solutions to UK businesses. We are scaling our operations and technology estate, with increasing focus on service management, reporting, AI-enabled workflows and technology support. This is an opportunity to become the operational owner of a core CRM and lending platform supporting sales, underwriting, operations, broker management and customer servicing. You will work directly with our CTO, who owns the technology vision, architecture, roadmap and AI transformation, while you own the successful operational delivery of our business applications. The role is based in Windsor and requires 5 days on-site. We offer a permanent position with a salary of £35-45k, a company pension scheme, bonus scheme after probation, gym membership after probation, 25 days annual leave plus bank holidays increasing with service up to 29 days, healthcare plan after probation, 24/7 counselling support, childcare salary sacrifice scheme, parking provided, and enhanced maternity and paternity pay.

• Approximately 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.