IT Support Manager

About Us:

Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we have been so successful and why our employees choose Propel to build their careers.

Join us as we change the way employees, customers and shareholders succeed together.

The Role:

• Managing and triaging IT support tickets in JIRA, ensuring SLAs are met and users are kept in the loop including identifying recurring issues, improving SLAs, and reducing repeat incidents through better processes or tooling


• Line managing one IT Support team member. Day-to-day oversight, 1:1s, and helping them develop


• Procuring hardware and software assets, including vendor liaison and purchase approvals


• Maintaining accurate asset records in SnipeIT, covering the full lifecycle from provisioning to decommission


• Handling routine Salesforce admin tasks including; user management, password resets, permission assignments, and similar


• Supporting onboarding and offboarding processes for joiners, movers, and leavers


• Maintaining IT documentation and keeping SOPs up to date


• Assisting with access reviews and contributing to audit evidence collection where required


• Escalating complex infrastructure, security incidents, or platform issues to the wider Technology/Security team as appropriate


• Acting as the primary point of contact for IT support matters for the UK business, providing clear updates and setting expectations with stakeholders


• Participating in incident response outside core hours on an exception basis where required


• Producing basic support metrics (ticket volumes, SLA performance, common issue trends) for Technology leadership.

Desirable:

• Proven experience in an IT support or operations role, ideally with some team lead or supervisory experience


• Comfortable working a ticketing system — JIRA experience preferred


• Familiarity with asset management tools and procurement processes


• Basic Salesforce admin exposure (user management level, no dev required)


• Organised, methodical, and good at juggling priorities without dropping the ball


• Strong communicator


• A good understanding of IT security fundamentals and a security-first mindset in day-to-day work


• Comfortable operating within a compliance-heavy environment (ISO 27001, Cyber Essentials Plus, PCI DSS, and SOC 2). You'll be expected to support audit evidence collection and adhere to our policies


• Awareness of data protection obligations under UK GDPR, particularly around handling personal data as part of support requests and asset management


• Experience following change control processes and escalating appropriately

Benefits to Joining Propel

• Competitive salary


• Westfield Health benefits


• Pension


• 25 days holidays, increasing by 1 day per year (up to 30)


• Growth and opportunity – we pride ourselves on promoting from within


• Incredible company culture


• A culture that values innovation, collaboration and continuous improvement.

Our Culture:

Propel brings together the brightest talent to build opportunities. We are entrepreneurs who measure success through results and growth from within; talent and hard work never go unnoticed. Our team fosters curiosity and growth.

Equality, Diversity & Inclusion: 

Our organisation is made up of brilliant people. Each of us is unique, whether in terms of our background, personal characteristics, experience, skills or motivations. And we value our people for the differences they bring to the table. These differences - this diversity is powerful.

Fostering an inclusive culture helps each of us to benefit from a wider range of these different perspectives, experiences and skills. We believe that this creates a happier, more productive working environment for us all.