IT Service Desk (Lead) Engineer at Zola

Manchester, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, FinTech, FinanceIndustries

Requirements

Proven experience in IT support or service desk roles in a dynamic, customer-focused environment
Advanced knowledge of Windows & Mac operating systems, Microsoft 365, Intune, Tanium, Jamf, Okta, and Zoom
Experience mentoring or supporting junior engineers with a collaborative, coaching mindset
A good understanding of cybersecurity principles, remote support techniques, and endpoint management
Understanding of ITIL-aligned practices (Incident, Change, Problem)
Strong troubleshooting, prioritisation, and communication skills
A curious mindset with enthusiasm for automation and AI-driven improvements
Bonus: Experience implementing process improvements or automation tools
Bonus: Exposure to scripting or PowerShell for automation

Responsibilities

Act as an escalation point for Service Desk Support Engineers, guiding them through complex issues and mentoring their growth
Deliver exceptional customer service and high-quality technical support to Zopians, setting the tone for the team
Serve as a Subject Matter Expert across Windows & Mac operating systems, Microsoft 365, Intune, Tanium, Okta, Zoom, Jamf, Jira, and Confluence
Lead or contribute to projects that improve efficiency (e.g., implementing self-service tools, AI chat support, or streamlined onboarding)
Manage local IT stock (laptops, peripherals, accessories) in the Manchester office, tracking inventory and flagging reorders
Collaborate with IT Services Engineers and other colleagues across the Tech division to deliver cross-functional initiatives
Drive continuous improvement in processes, documentation, and knowledge sharing
Champion automation, modern tools, and innovation across IT Services

Skills

IT Service Desk

Team Leadership

Mentoring

Automation

Technical Escalation

Project Management

Workplace Technology

Zola

Online wedding planning and registry platform

About Zola

Zola.com is an online platform designed for couples planning their weddings. It offers a variety of services including customizable wedding invitations, venue and vendor recommendations, and a gift registry that allows couples to manage gifts, experiences, and cash funds all in one place. The platform simplifies the wedding planning process by providing tools for managing guest lists, tracking RSVPs, and meal selections. Zola stands out from competitors by allowing couples to exchange gifts for credit before they are shipped, enhancing the gift-giving experience. The company generates revenue through commissions from vendors and venues booked through its platform, as well as from the sale of wedding-related products. Zola's goal is to provide a seamless and user-friendly experience for engaged couples, making wedding planning easier and more organized.

New York City, New YorkHeadquarters

2013Year Founded

$164.6MTotal Funding

SERIES_DCompany Stage

Consumer Software, Consumer GoodsIndustries

201-500Employees

Benefits

Hybrid Work Options

Flexible Work Hours

Risks

Emerging platforms offering similar services at lower costs threaten Zola's market share.

Economic downturns may reduce spending on weddings, impacting Zola's revenue.

Expansion into baby registries may dilute Zola's brand focus on weddings.

Differentiation

Zola offers a unique AI tool to balance wedding planning decisions.

Zola's comprehensive platform includes customizable invitations and vendor recommendations.

Zola's guest list management tool streamlines RSVP tracking and meal selections.

Upsides

Zola's AI tool aligns with the trend of integrating AI in wedding planning.

The rise of micro-weddings creates demand for Zola's tailored services.

Zola's digital marketing can leverage increased social media use for wedding planning.

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