[Hiring] IT Manager @Evergreen Finance

Role Description

You will proactively lead and manage the organisation's IT support function as a hands-on player-coach, ensuring the efficient and effective delivery of technical assistance for all internal hardware, software, and application queries within our small, fast-paced fintech environment. The IT Support Manager will serve as the primary escalation point, oversee asset management, and act as the principal liaison for external software vendors and Google Workspace support. Crucially, this role will champion information security protocols, maintain strict regulatory compliance, and foster a forward-thinking IT culture by identifying and integrating innovative, AI-driven solutions to enhance business operations.

Key Responsibilities

• IT Service Delivery & Support
  • Lead the internal IT support function, managing all requests from basic hardware troubleshooting to complex software and application issues.
  • Act as a hands-on technical escalation point, directly resolving complex tickets alongside the IT Service Desk and Support Manager.
  • Serve as the primary point of contact and subject matter expert for all queries relating to Google Workspace.
  • Implement, manage, and monitor an internal IT ticketing system to track requests, ensure timely resolution, analyse trends, and continuously improve service delivery.
• Team Leadership & Management
  • Directly manage, mentor, and develop the IT Service Desk and Support Manager, ensuring high performance and a customer-centric approach to support.
• Information Security, Governance & Compliance
  • Access Governance & Lifecycle (JML): Formalise Joiners, Movers, and Leavers workflows, enforcing strict Role-Based Access Control (RBAC), multi-factor authentication (MFA), and immediate offboarding/revocation.
  • Device Management & Endpoint Security: Oversee Mobile Device Management (MDM) solutions to enforce disk encryption, automated OS patch management, and remote wipe capabilities.
  • Business Continuity & Disaster Recovery (BCP/DR): Establish and regularly test IT incident response plans, data backups, and SaaS service availability to ensure minimal business disruption.
  • Audit & Regulatory Readiness: Maintain robust IT asset registers, access logs, and security controls required to satisfy relevant oversight (e.g., FCA, GDPR) and support certifications like Cyber Essentials and ISO 27001.
  • Act as the primary advocate for information security within the IT support function, maintaining awareness of security protocols and identifying opportunities to strengthen the organisation's overall security posture.
• Asset Management & Vendor Relations
  • Manage the firm’s hardware and software assets throughout their lifecycle, from efficient procurement to allocation, ensuring colleagues are equipped with devices appropriate to their needs.
  • Software Cost Optimisation: Audit active user seats, eliminate shadow IT, and manage software licenses to prevent budget sprawl.
  • Liaise with external application providers, managing vendor relationships, escalating issues, and ensuring service level agreements (SLAs) are met.
• Project Support & Innovation
  • Provide technical support and guidance for business-wide projects requiring the integration of new software or application solutions.
  • Adopt a forward-thinking and creative approach to IT problem-solving, proactively identifying and embracing the use of Artificial Intelligence (AI) and other emerging technologies to streamline processes and improve efficiency where appropriate.

Qualifications

• Proven experience in IT support and service delivery within a regulated environment (fintech, financial services, or similar is highly desirable).
• Demonstrable experience leading a function or managing staff in a "player-coach" capacity.
• Strong technical proficiency across a wide range of hardware and software, with exceptional, in-depth knowledge of administering and supporting Google Workspace.
• Experience with Mobile Device Management (MDM) tools and administering Access Governance (JML processes).
• Solid understanding of information security principles, BCP/DR planning, and regulatory compliance requirements (e.g., GDPR, Cyber Essentials).
• Experience implementing and managing IT ticketing/helpdesk systems.
• Demonstrated ability to manage IT assets, optimise software licensing costs, and handle vendor relationships effectively.
• Strong analytical and problem-solving skills, with a creative and forward-thinking mindset.
• Enthusiasm for identifying and implementing AI-driven solutions and process improvements.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical colleagues.

Desired

• Professional qualifications relevant to IT service management (e.g., ITIL), information security, or Google Cloud certifications (e.g., Google Workspace Administrator) are highly desirable.

Benefits

• Time-off on Birthday
• Gym benefits
• Childcare benefits
• Life assurance
• Health cash plan
• Aviva pension
• Professional subscription benefits