IT Support Team Lead at unlimit

About Unlimit   Unlimit is the global fintech powerhouse behind the world’s largest proprietary payments infrastructure. Founded in 2009, Unlimit operates across 17 global offices with 700+ experts, seamlessly integrating 1,000+ payment methods into a single platform. From London to São Paulo, we empower businesses to scale across borders with a unified suite of financial tools — including payment processing, alternative payment methods, multicurrency business accounts, card issuing, banking-as-a-service, and crypto on- and off-ramps. Our mission is to break down financial barriers and enable seamless money movement across borders. We give forward-thinking businesses the tools to accept, send, and manage payments effortlessly, wherever they operate. We are seeking an experienced IT Support Lead to oversee and elevate the performance, reliability, and compliance of Unlimit’s internal IT services and support operations. In this role, you will manage global first and second line support teams and ensure that all internal services—from critical payment connectivity systems (SWIFT, SEPA, TARGET, Mastercard, Visa, etc.) to core SaaS tools—are well-administered, secure, and cost-efficient. You will make sure every service is properly catalogued, auditable, and resilient, enabling smooth business operations across all regions and in compliance with diverse regulatory requirements. What You’ll Be Doing Lead Global IT Support: Manage and mentor the global 1st and 2nd line support function, ensuring timely resolution of IT issues, high end-user satisfaction, and adherence to service SLAs and support KPIs. Service Desk & Incident Management: Oversee the IT helpdesk (Jira Service Desk/ManageEngine), ensuring high-quality support, proper incident triaging, and prompt escalation and communication for critical issues. Implement and refine incident and problem management processes to minimize downtime and recurrent problems. Core IT Systems Administration: Administer and maintain key corporate IT platforms – including Google Workspace, Atlassian Jira/Confluence, Slack, ManageEngine, DUO (MFA) and other collaboration and productivity tools. Ensure these systems are properly configured, integrated, and aligned with business needs, while managing vendor relationships and support contracts. Access Management: Implement and enforce robust access management controls for all company applications and services. This includes overseeing user provisioning/de-provisioning, role-based access control (RBAC), single sign-on (SSO), multi-factor authentication (MFA), and periodic access reviews to protect company data and meet compliance requirements. Software Licenses & SaaS Management: Track and manage all software licenses and SaaS subscriptions company-wide. Optimize license usage and SaaS spending, negotiating with vendors and implementing cost-saving strategies to ensure the company only pays for what is needed. Maintain an up-to-date inventory of licenses and monitor renewal schedules to prevent lapses in service. Critical Systems Oversight: Take direct ownership of configuration and access for highly sensitive financial systems and networks – including SWIFT, SEPA, TARGET payment systems, Mastercard and VISA portals. Serve as the authorized administrator for these platforms, managing user credentials, security tokens, and permissions. Manage digital certificates and encryption keys for these systems, ensuring they are renewed and stored securely, and coordinate with external banks/payment schemes on technical connectivity and maintenance as required. IT Asset & Inventory Management: Oversee company-wide IT asset management, ensuring all hardware (laptops, peripherals, networking gear) and software assets are recorded in a Configuration Management Database (CMDB) or inventory system. Supervise hardware procurement, distribution (onboarding new hires with equipment), and lifecycle maintenance/replacements. Establish policies for asset tagging, tracking, and disposal, maintaining accuracy of asset records. Budgeting and Vendor Coordination: Plan and control the IT support budget, covering hardware procurement, software/SaaS expenditures, and maintenance contracts. Track spending against budget and optimize costs where possible. Manage vendor relationships and contracts – including license renewals, support agreements, and purchasing – ensuring vendors meet their SLAs and deliver value. Coordinate with Finance and internal stakeholders to schedule payments and justify budget needs for IT operations. SLA and KPI Management: Define, implement, and monitor Service Level Agreements (SLAs) and key performance indicators (KPIs) for IT support (e.g. response/resolution times, customer satisfaction ratings). Regularly report on support performance and use metrics to drive improvements. Ensure the team meets or exceeds agreed service levels and continuously improves service quality. ITIL Process Ownership: Develop, enforce, and regularly update IT Service Management processes in line with ITIL best practices. This includes ownership of processes such as incident management, problem management, change management, service request fulfillment, and knowledge management. Compliance & Audit Readiness: Ensure IT operations and support activities comply with relevant regulatory and security standards. Prepare and maintain documentation and evidence for internal and external audits. This includes supporting audits for frameworks like DORA (Digital Operational Resilience Act), PCI-DSS (Payment Card Industry Data Security Standard), and requirements from the Central Bank of Cyprus and other regulators. Proactively address any audit findings and implement controls to meet compliance obligations, working closely with the Compliance and Security teams. Innovation and Automation: Drive automation and efficiency in IT support workflows. Identify opportunities to streamline repetitive tasks and reduce manual effort through scripting, system integrations, or use of automation platforms. Champion the use of AI tools (such as AI-driven support bots, intelligent knowledge bases, or machine-learning analytics) to improve support response, self-service, and proactive issue detection. Must-Have Qualifications Experience: 5+ years in IT support, IT service management, or IT operations, including 2+ years in a leadership/team lead role, managing a global or multi-site helpdesk/support team. Technical Skills: Hands-on with Google Workspace, Jira/Confluence, Slack, endpoint management; solid understanding of networks and Windows/macOS device management. ITIL & Process Knowledge: Strong understanding of ITIL and experience with incident, problem, change management, SLA monitoring, service catalog/CMDB. ITIL certification preferred. Security & Access Management: Practical knowledge of IAM, SSO/MFA (Okta, Azure AD), role/permission management, enforcing security while enabling productivity. Vendor & License Management: Experience managing IT vendors/SaaS providers, contract negotiations, software licensing, and cost optimization. Financial Systems Exposure: Experience in regulated industries (fintech, banking, payments) or financial transaction systems; familiarity with SWIFT, SEPA, card gateways a plus. Compliance Awareness: Understanding of PCI DSS, GDPR; awareness of emerging regulations like DORA. Education & Language: Bachelor’s in IT or related field (or equivalent experience); full professional English proficiency. Nice-to-Have ITIL v4 or vendor-specific certifications Audit/compliance experience (PCI DSS, Central Bank IT audits, SWIFT CSP, PSD2) Automation/scripting (Python, Bash, PowerShell, workflow tools), AI/chatbot experience SaaS ecosystem management (Miro, Salesforce, SSO, user lifecycle) Fintech/payments background Soft Skills Leadership: Inspire, mentor, and manage a small team; hands-on and able to delegate effectively. Communication: Translate technical issues into business impact; maintain stakeholder and vendor relationships. Initiative & Ownership: Proactive problem-solver; drives issues to resolution. Attention to Detail: Meticulous with critical systems, security, and compliance processes. Adaptability: Thrive in fast-paced startup environments, balance strategic projects with day-to-day support. Collaboration: Works cross-functionally; customer-service mindset for internal users. Continuous Improvement: Learns and implements new tools, automation, and best practices. Join Unlimit Team now! Unlimit is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.