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.

Department Description

At Allica, we’re building an industry-leading digital business bank. Our technology team sits at the very heart of the organisation. We handle everything from new product development and innovation to the management of all the tools and systems the business uses to function efficiently and effectively.

Role Description

We are looking for a hands-on and forward-thinking IT Support Manager to join our team. The successful candidate will oversee the service desk and lead our IT support management function, focusing on delivering a best-in-class IT experience for all users. This role requires a technical background to lead by example, driving continuous improvement across IT services and ensuring exceptional service delivery, customer satisfaction, and operational excellence. The role requires a proactive approach, the ability to work autonomously, and strong organisational skills.

Principal Accountabilities

• You should have the unrestricted right to work in the UK. Unfortunately, we are unable to provide sponsorship.
• Previous experience in leading and managing IT Support Engineers with a “hands-on” approach, acting as a point of escalation where necessary.
• Possess strong technical capabilities, demonstrated through previous technical support role experience, including working with ITSM toolsets such as Jira.
• Proficiency in Microsoft environment, including Azure and Microsoft 365 administration and support, with a solid understanding of its applications and services.
• Experience in managing client devices, including Windows and macOS environments, with hands-on experience using device management applications.
• Excellent understanding of the ITIL framework, including service management best practices.
• High attention to detail, with strong written and verbal communication skills.
• The ability to think analytically and prioritise workload based on severity and urgency.
• Experience in creating, implementing and reporting on SLAs and KPIs to measure team productivity and performance.
• Ability to work collaboratively across functional boundaries towards common goals, focusing on customer-related issues.
• Proactive nature and the ability to work autonomously on projects to benefit the wider function.

Personal Attributes & Experience

• Previous experience in leading and managing IT Support Engineers with a “hands-on” approach, acting as a point of escalation where necessary.
• Possess strong technical capabilities, demonstrated through previous technical support role experience, including working with ITSM toolsets such as Jira.
• Proficiency in Microsoft environment, including Azure and Microsoft 365 administration and support, with a solid understanding of its applications and services.
• Experience in managing client devices, including Windows and macOS environments, with hands-on experience using device management applications.
• Excellent understanding of the ITIL framework, including service management best practices.
• High attention to detail, with strong written and verbal communication skills.
• The ability to think analytically and prioritise workload based on severity and urgency.
• Experience in creating, implementing and reporting on SLAs and KPIs to measure team productivity and performance.
• Ability to work collaboratively across functional boundaries towards common goals, focusing on customer-related issues.
• Proactive nature and the ability to work autonomously on projects to benefit the wider function.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• 25 days holiday – with the option to Buy/Sell
• Pension contributions
• Discretionary bonus scheme
• Private health cover (with the option to add family members)
• Life assurance
• Income Protection
• Family friendly policies including enhanced Maternity & Paternity leave
• Season ticket loans

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.