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About the Role
The Technology Operations team is the first line of support for Starling, serving both internal colleagues and external technology partners. This role involves leading a high-performing team that supports a primarily Apple Mac estate (with some Windows PCs) and critical infrastructure, managing team operations across two offices to ensure a consistently high standard of support. The position blends hands-on technical support leadership with a drive for operational excellence, continual service improvement, and team performance.
Responsibilities
- Lead and manage the Technology Operations team across multiple offices, ensuring seamless support for internal users and external partners.
- Drive the best performance and behaviors from your team in line with company values and performance management framework, coaching and up-skilling colleagues regularly.
- Provide day-to-day oversight for Mac and Windows environments, ensuring managed systems and network operate smoothly.
- Collaborate with internal stakeholders to understand operational requirements and integrate effective support processes.
- Assist with escalations to third-party suppliers, triaging and escalating issues as necessary to maintain high service standards.
- Assist in the development of data and metric-driven dashboards to identify opportunities for process improvements and to track team performance.
- Manage incident response and escalation processes to ensure timely and effective resolution of technical issues.
- Support the execution of IT projects related to office infrastructure and hardware lifecycle management.
Requirements
- Proven experience managing a technical support or operations teams in a fast-paced, technically complex environment.
- Strong working knowledge of macOS and Windows support, along with experience using management tools such as Zentral, Intune, and Meraki.
- Demonstrated ability to manage multi-site operations, whilst driving a high-performance culture.
- Experience with incident management, ITSM tools, and continuous improvement processes.
- Excellent written and verbal communication skills with the ability to engage effectively with both internal stakeholders and external partners, whilst balancing multiple priorities.
- A passion for continuous improvement, with a metrics-driven mindset to develop dashboards and track key performance indicators.
- Commitment to 37.5 hours a week between 7am-10pm Monday to Sunday.
Skills
- macOS support
- Windows support
- Zentral
- Intune
- Meraki
- Incident management
- ITSM tools
- Continuous improvement processes
- Data and metric-driven dashboards
- Performance management
Location
- London
- Southampton
- Cardiff
- Manchester
Work Type
- Full-time
Experience Level
- Management experience
Benefits
- 25 days holiday (plus public holiday allowance)
- An extra day’s holiday for your birthday
- Annual leave increase with length of service
- Option to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice
- Company enhanced pension scheme
- Life insurance at 4x your salary
- Group income protection
- Private Medical Insurance with VitalityHealth (including mental health support and cancer care)
- Partner benefits (discounts with Waitrose, Mr&Mrs Smith and Peloton)
- Generous family-friendly policies
- Refer a friend scheme
- Perkbox membership (retail discounts, wellness platform, weekly perks)
- Cycle to Work initiative
- Salary Sacrificed Gym partnerships
- Electric Vehicle (EV) leasing
About the Company
- Starling is the first British bank founded by a woman, built on the belief that technology can transform how people manage their money.
- We are a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company.
- We employ over 3,000 people across London, Southampton, Cardiff, and Manchester offices.
- Our technologists are central to Starling, working in a fast-paced environment focused on building, creating, and leveraging disruptive technology in fintech.
- We are committed to closing the gender gap in technology through partnerships and internal networks.
- We operate a flat structure to empower decision-making, with innovation and collaboration at the core.
- Our open culture fosters support and teamwork.
- We value self-driven individuals who take ownership, from building and designing to knowledge sharing and process efficiency.
- Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.
- We are on a mission to radically reshape banking.
- We bring together people of all backgrounds and experiences who love working together to solve problems.
Equal Opportunity
- Starling Bank is an equal opportunity employer, fostering diversity & inclusion.
- Individuals are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
- Personal data provided is processed in accordance with our Privacy Notice.
- By submitting an application, you agree that Starling Bank may collect your personal data for recruiting and related purposes.