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Service Desk Team Lead

London

Since being founded in 2018, Copper has been building the standard for institutional digital asset infrastructure with a focus on custody, collateral management, and prime services.

Led by Amar Kuchinad, Copper's Global CEO, the firm provides a comprehensive suite of custody, trading and settlement solutions that reduce counterparty risk and bring greater capital and operational efficiency to digital asset markets. At the heart of Copper's offering is Multi-Party Computation (MPC) technology – the gold standard in secure custody. Copper’s multi-award winning custody system is unique in that it can be connected to centralised exchanges, DeFi applications and even staking pools without the assets leaving the custody.

Built on top of this state-of-the-art custody, ClearLoop is the first solution in the market that overcomes a growing industry challenge; counterparty risk with exchanges. This solution underpins a full prime services offering, connecting global exchanges, and enabling customers to trade and settle directly from the safety of their MPC-secured wallets. By reducing settlement time for transfers to a few milliseconds (without blockchain network dependency) and offering enhanced security measures, ClearLoop is rapidly reshaping the way asset managers trade and manage capital.

In addition to industry-leading security certifications, Copper has one of the strongest insurance coverages in the industry from an A+ rated insurer, positioning the firm as the partner of choice for institutions seeking to safeguard their assets.

Department environment 

Technology Operations is responsible for the management and technical support of our corporate and product platforms and infrastructure.   We play a critical role guiding and supporting the engineering functions to deliver critical strategic technology initiatives, programs, and large projects across the division. We provide major incident management and empower the business and engineering functions with the data and insights they need to make critical infrastructure decisions.

Copper is looking to hire a Service Desk Team Lead to help build strong foundations for the continued growth of the engineering function. Working in partnership with the infrastructure and engineering leadership the focus will be on establishing an effective and flexible ITSM process that aligns with the existing agile delivery, driving the major incident management process and supporting our internal tooling

 

Role Purpose

The Service Desk Team Lead will lead the corporate IT support function and operational delivery of end-user services, driving service excellence across the technology estate. This role is responsible for ensuring consistent, high-quality support for internal users, driving service improvements, and maintaining a reliable and secure technology environment. The Team Lead will mentor service desk analysts, contribute to strategic IT initiatives, and collaborate closely with Infrastructure, Security, and Application teams to align support operations with business goals.

 

Key Responsibilities of the role

Corporate IT Support

  • Lead and mentor the global Service Desk team, ensuring high-quality support for internal users across all corporate IT systems.
  • Conduct regular performance reviews, set objectives, and support career development for team members.
  • Align regional support practices and ensure consistent service delivery across time zones and geographies.
  • Manage day-to-day operations of the Service Desk, including ticket triage, escalation handling, and performance monitoring.
  • Ensure timely resolution of incidents and service requests in line with SLAs.
  • Drive continuous improvement initiatives to enhance service quality and user satisfaction.
  • Monitor support metrics and generate regular reports to track performance and identify trends.
  • Develop and maintain knowledge base articles and standard operating procedures.
  • Collaborate with Infrastructure, Security, and Application teams to resolve complex technical issues.
  • Work with the Security team to enforce endpoint protection, data loss prevention, and compliance with internal policies and external regulations (e.g., GDPR).
  • Coordinate with third-party vendors and service providers to ensure timely delivery of hardware, software, and support services.
  • Oversee inventory tracking, procurement, and lifecycle management of IT assets and software licenses.

 

Your experience, skills and knowledge

Essential

  • Proven experience in a Global Service Desk or Global IT Support leadership role.
  • Strong understanding of ITIL principles and incident, problem, and change management processes.
  • Expertise in macOS support within a predominantly Mac estate; JAMF experience is highly desirable.
  • Proficiency with Jira Service Management, JIRA, and Confluence for ticketing, workflow management, and documentation.
  • An understanding of identity and access management (IAM) principles and tools (e.g., Azure AD).
  • Excellent troubleshooting and technical skills across hardware, software, and network issues.
  • Strong communication and stakeholder management skills.
  • Experience working with remote and distributed teams across multiple time zones.

 

Desirable 

  • ITIL Foundation certification (or higher).
  • Experience in a SaaS or technology-driven environment.
  • Knowledge of cloud platforms (e.g., AWS, Azure) and modern workplace tools (e.g., Microsoft 365).
  • Exposure to Agile or DevOps environments.
  • Experience of working in a regulated organization

 

Why Copper?   

At Copper, we keep innovation, openness, and curiosity at the centre of everything we do. Here, bold ideas get the spotlight, learning is constant, and diversity shapes our team from the ground up. 

Jump into a fast-moving, dynamic team that loves a challenge and knows how to have fun along the way. Collaboration is just as important as results—you’ll be surrounded by smart, driven colleagues in London and across our APAC, Switzerland, UAE, and US offices. 

Hybrid working model – we believe in the value of bringing people together and at the same time we embrace the adaptability of flexibly working. 

Diversity and inclusion matter to us – they’re woven into Copper life. From employee-led groups like Women at Copper to a committee focused on community and wellbeing, you’ll have a network that supports you from day one. Everyone voice matters.  

If you’re looking to ramp up your career, or keen to do something new in your field, with us, you’ll keep moving forward. 

Ready to make your mark, keep growing, and join a supportive, dynamic team? Copper’s the place. 

 

The interview process at Copper   

Our interview process is designed to be thoughtful, efficient, and engaging. While specific steps may vary slightly depending on the role, the typical journey includes: 

  1. Initial Screening A brief conversation with our Talent Acquisition team to explore your background, motivations, and alignment with the role. 
  1. Technical Interview A virtual session conducted via Microsoft Teams, where you'll engage with team members to discuss relevant skills, problem-solving approaches, and technical experience. 
  1. In-Person Interview A conversation focused on team dynamics, collaboration style, and any final technical questions. This may be with cross-functional peers or leadership. 

Additional steps may be added based on the role's complexity or seniority. We aim to keep the process transparent and respectful of your time. 

 

Benefits  

In return for everything you can bring to Copper, we can offer you an exciting, challenging role in a fast-growing and dynamic business, with career opportunities and welcoming working environment. Some of our key UK benefits are highlighted below:  

  • Paid Time Off - A minimum of 35 days of paid time off per year, inclusive of annual leave and public holidays. Employees also receive one additional day of annual leave for each year of service. 
  • Comprehensive Medical Insurance - Inclusive of dental, optical, audiology, and mental health coverage, with medical history disregarded 
  • Life Insurance 
  • Enhanced Pension Contributions - Includes an enhanced employer matching contribution 
  • 24/7 Employee Assistance Programme (EAP) 

 

If you think you have everything we're looking for and more, then we'd love you to apply for the opportunity.  

Copper is an equal opportunity employer. We embrace diversity and equal opportunities in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. So, bring us your experience, perspectives, and skills. It is in our differences that we will continue to grow and ensure Copper is transforming how institutional investors engage with digital assets. Copper is a Disability Confident Employer, please let us know if you have a disability. If you require us to provide any assistance during the recruitment process, then we would ask you to highlight this to us and we will be happy to accommodate.

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