IT Service Desk Lead, YouLend
Embedded merchant financing
Be an early applicant
Embedded merchant financing
201-500 employees
Be an early applicant
201-500 employees
Company mission
To enable future financial services to embed their operations within customer-oriented product suites.
Role
Who you are
- Proven experience in IT support/service desk environments with ownership responsibilities
- Strong working knowledge of Microsoft 365, Entra ID, Windows and macOS environments
- Familiarity with MDM tools (Intune, Kandji), ITSM platforms, and ITIL-aligned processes
- Excellent communication, customer service, and organisational skills
- Ability to work independently while staying aligned with a global team
- Experience supporting SaaS-heavy environments (Slack, Atlassian, HubSpot, cloud telephony, etc.)
- A proactive, methodical approach to troubleshooting and documentation
- Experience supervising and developing more junior colleagues
What the job involves
- As an IT Service Desk Lead at YouLend, you will be one of two regional leads responsible for delivering high-quality IT support services to employees across our global operations. One role will be based in our London office and the other in our Atlanta office, providing geographic and time zone coverage to ensure continuity, resilience, and operational excellence
- You will act as the regional escalation point for all end-user IT support issues, lead by example in providing exceptional support, and work closely with peers and global IT leadership to maintain and continually improve our service delivery model. The role is pivotal in upholding YouLend’s standards around IT security, access control, and operational alignment across regions
- Lead the delivery of IT support for your assigned region, including 1st/2nd line incident resolution, request fulfilment, and escalations
- Own regional IT onboarding/offboarding workflows in coordination with HR and Security
- Ensure timely and secure provisioning/deprovisioning of access in accordance with Joiner-Mover-Leaver processes
- Troubleshoot hardware, software, and network issues across Windows, macOS, iOS, and supported SaaS platforms
- Collaborate with your counterpart in the other region to ensure consistent user experience, knowledge sharing, and issue handover across time zones
- Enforce security policies and proactively identify and reduce instances of shadow IT
- Maintain and improve asset management practices, ensuring visibility of all regional devices and peripherals
- Support local office infrastructure (meeting room tech, printers, network equipment, etc.)
- Coordinate with third-party vendors (e.g., Apple, Dell, Microsoft, OpenAI, CRM and Telephony partners) where required
- Proactively contribute to documentation, service improvement initiatives, automations, and toolset optimisation
Salary benchmarks
Our take
Securing funding can be complicated, arduous and often inaccessible to many companies. YouLend solves this problem by giving eCommerce platforms and tech companies better access to fast and flexible funding.
YouLend has benefited from the boom in the financial services industry, but this also means the company has had to compete with a number of other embedded finance startups, such as Weavr. Despite this, YouLend's focus on online merchants has allowed it to remain competitive in its offering. What's more, the company's revenue-based repayments system differentiates its solution from more established loan options.
YouLend's flexibility and the speed with which merchants can obtain funding has allowed it to gain a foothold in the growing embedded finance market. However, it will need to focus on growing its customer base even further if it wants to scale in this competitive space.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Stock Options
- Private Medical insurance via Vitality
- EAP with Health Assured
- Enhanced Maternity and Paternity Leave
- Modern and sophisticated office space in Central London
- Free Gym in office building in Holborn
- Subsidised Lunch via Feedr
- Deliveroo Allowance if working late in office
- Monthly in office Masseuse
- Team and Company Socials
- Football Power League / Squash Club
Company HQ
Holborn, London, UK
Articles
Leadership
Mikkel Sølvsten Velin
(Co-CEO)Started out as a Junior Associate at Bech-Bruun, and was an External Lecturer at the University of Copenhagen. Was a Partner at Rogge Global Partners (now Allianz Global Investors).
Diversity, Equity & Inclusion at YouLend
Joanne Savage (Talent Acquisition Manager)
- At YouLend we’re providing a technology first approach to finance. Our product helps smaller businesses that are the backbone of the economy, and our teams are at the core of delivering our product. We strive to create an equitable culture and we believe our teams are strongest when they are diverse and inclusive.
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