Technical Support Lead

Technical Support Lead

Location: Windsor - 5 Days On-Site

Salary: £35-45k + Benefits

Type: Permanent

No Sponsorship Available

Role Overview:

We are a fast-growing B2B lending business working with brokers and introducers to provide funding solutions to UK businesses. As the business scales, operational systems, service control, reporting visibility, AI-enabled workflows and internal technology support are becoming increasingly important to day-to-day performance.

The Opportunity:

This is an opportunity to become the operational owner of a core CRM and operational lending platform. The platform is at the heart of the business, supporting sales, underwriting, operations, broker management and customer servicing. You will ensure the platform continues to evolve, supports business growth and delivers an outstanding experience for users. Working directly with the CTO, you will coordinate technology projects, manage application enhancements, oversee testing and releases, manage suppliers and support the rollout of a next-generation AI underwriting platform. The CTO owns the technology vision, architecture, roadmap and AI transformation. You will own the successful operational delivery of the organisation’s business applications.

The Ideal Candidate:

We’re looking for an ambitious technology professional with approximately 2 to 4 years’ commercial experience who wants to build a long-term career in application management, technology delivery and business systems. You will most likely be in your first or second professional role and have already gained experience supporting, improving or delivering a business-critical CRM or operational platform.

This role would suit someone currently working as an:

• Application Support Analyst
• CRM Application Analyst
• Business Systems Analyst
• Technology Operations Analyst
• Technical Project Coordinator
• Technical Business Analyst
• Junior Product Owner
• QA or Test Analyst

You are likely to have gained your experience within a fintech, software company, SaaS provider, financial services organisation or technology consultancy, where you have worked alongside developers, software suppliers and business users.

You should have experience working with one or more CRM or business-critical applications, such as:

• Microsoft Dynamics
• Salesforce
• HubSpot
• Zoho CRM
• ServiceNow
• Monday.com
• Jira
• Microsoft Business Central
• Other enterprise CRM or operational platforms

A degree in Computer Science, Software Engineering, Information Technology or a related technical discipline is preferred. Whilst you won’t be expected to be a senior software developer, you should have a solid understanding of software development principles and be comfortable working with APIs, SQL, JSON and modern web applications. Importantly, we are not looking for a traditional IT Support or Infrastructure Engineer. We are looking for someone who wants to own business applications, coordinate technology delivery and become the operational lead for the organisation’s application estate.

Key Responsibilities:

• Own the day-to-day operational management of the platform.
• Act as the primary operational owner.
• Gather and prioritise business requirements.
• Coordinate the development team.
• Manage suppliers and third-party development partners.
• Manage application enhancements and releases.
• Coordinate User Acceptance Testing.
• Maintain application documentation.
• Monitor data quality and platform performance.
• Support business users.
• Identify opportunities to improve workflows, automation and operational efficiency.
• Coordinate project delivery from initiation through to implementation.
• Gather business requirements.
• Produce user stories and acceptance criteria.
• Coordinate developers and suppliers.
• Manage project plans, timelines and risks.
• Communicate project progress to stakeholders.
• Ensure projects are delivered successfully.

Technology Service Management:

Manage the organisation’s technology service management platform.

You will:

• Manage technology requests.
• Coordinate supplier activity.
• Track development work.
• Manage incidents and change requests.
• Monitor service levels.
• Produce operational reporting.
• Drive continual service improvement.

Technology Support:

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

You will:

• Support users with day-to-day technology issues.
• Manage Microsoft 365 accounts and access.
• Coordinate new starter technology requirements.
• Liaise with the managed IT provider.
• Escalate infrastructure issues where required.

Quality Assurance & User Acceptance Testing:

Coordinate testing across the core platform and other business applications.

You will:

• Create test plans.
• Coordinate User Acceptance Testing.
• Track defects.
• Support regression testing.
• Coordinate production releases.
• Ensure solutions meet business requirements before deployment.

AI Applications:

Support the CTO with the rollout of the organisation’s next-generation AI underwriting platform and other AI initiatives.

You will:

• Support AI projects.
• Coordinate testing.
• Support operational rollout.
• Assist with business adoption.
• Identify opportunities for automation and continuous improvement.

Skills & Experience:

• A degree in Computer Science, Software Engineering or a related technical discipline.
• Two to four years’ commercial experience within software development, application support, business systems 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.
• Excellent communication, organisation and problem-solving skills.
• The ability to manage multiple priorities simultaneously.
• A genuine interest in software, AI and emerging technologies.

Future Progression:

As the business scales, this role may develop across technology operations, application support, systems support, development support, service management, reporting support, automation and AI/application operational support. Progression will depend on performance, technical development, business needs and the future structure of the technology function.

Benefits & Perks:

• Company pension scheme.
• Bonus scheme enrolment following successful completion of probation.
• Gym membership following successful completion of probation.
• 25 days’ annual leave plus 8 bank holidays.
• Holiday entitlement increases with length of service: 27 days after two years and 29 days after three years, capped at 29 days.
• Option to join the company healthcare plan, including access to a 24/7 counselling support line, following successful completion of probation.
• Childcare salary sacrifice scheme available upon request after successful completion of probation.
• Parking provided.
• Enhanced maternity and paternity pay available.