<div>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, Coppers 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 Coppers 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.</div>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   The benefits offered <ul> <li>Holidays: 27 days per annum paid holiday, in addition to bank holidays</li> <li>Years of Service Days: Employees are awarded one additional day of paid time off per year of service (up to three years)</li> <li>Vitality Health: <ul> <li>Medical Insurance: Copper provides all employees with individual cover. Medical history is disregarded, and a 24/7 virtual GP is available (£100 excess per person per year)</li> <li>Dental Insurance: Comprehensive dental cover for preventative, restorative and emergency treatment</li> <li>Audiology Cover: Employees can claim back up 80% of costs, up to £300, for any hearing tests or hearing aids</li> <li>Optical Cover: £500 optical cover (through Vision Express) or 80% reimbursement up to £300 for any other optician</li> <li>Menopause Support: Unlimited support for those experiencing symptoms of the menopause, such as video consultations with a dedicated menopause practitioner</li> <li>Vitality services also include an additional £100 for minor diagnostic tests and private prescriptions, including home diagnostics</li> <li>Headspace - Coppers policy provides all employees with a free Headspace subscription. Headspace provides great resources to manage stress, improve sleep, meditate and enhance mindfulness</li> <li>Discounts and free benefits - the Vitality programme has been designed for preventative care to encourage members to improve their overall health and will reward those for doing so. Employees can access additional benefits such as 50% off running shoes, discounted health screenings, 50% off at Nuffield Health or Virgin Active gyms and much more</li> </ul> </li> <li>Home Working Energy Support Scheme: to combat energy prices increasing globally, Copper will provide you, in addition to your salary, with a monthly top-up of £60 or £75 (subject to your energy supplier)</li> <li>Pension up to 10% matched contribution to our company pension scheme via Smart Pensions</li> <li>Cycle to Work</li> <li>Life Insurance cover: Four times your base salary</li> <li>EAP: access unlimited mental health consultations and contact a 24/7 confidential helpline for emotional support</li> <li>Sponsored Learning and Development opportunities</li> <li>Regular company events and social activities</li> </ul> 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. If you think you have everything were looking for and more, then wed love you to apply for the opportunity.<div>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.</div>

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