Information Technology Support Team Lead

Who are we

Ultima Markets is a secure and regulated CFD trading gateway, offering access to 1,000+ instruments, including Forex, Commodities, Indices, and Stocks, to clients in over 170 countries. Founded in 2016, we are the Official Regional Partner of FC Internazionale Milano and the first CFD broker to support the UN Global Compact. We operate globally through entities regulated by the FCA, FSCA, and FSC, and in 2025 were honoured with 50+ global awards, including Best CFD Broker Global 2025.

To learn more about our company, please visit our website: https://www.ultimamarkets.com.

Job Description:

1.Team Leadership & Performance Management

• Lead and support a team of IT support executives by providing strategic guidance on daily operations or complex incidents.
• Conduct regular team check-ins and reviews to align priorities, resolve operational challenges, and cascade key updates from senior leadership.
• Monitor individual and team output against defined quality metrics; implement improvement actions as needed.
• Forecast workload and headcount needs; participate in hiring processes including candidate interviews, evaluations and selections, in partnership with the Talent Acquisition team.

2.IT Service Governance & Operational Excellence

• Oversee end-to-end IT service desk operations, ensuring timely resolution of user and departmental requests with consistent service quality.
• Oversee the full lifecycle of systems, software, and devices — including procurement, provisioning, license renewals, compliance, and secure decommissioning.
• Coordinate onboarding IT setup for new hires, including laptops, mobile devices, and user accounts, in collaboration with HR.
• Act as the primary liaison with external vendors, managing contract negotiations, renewals, and vendors service performance monitoring; lead the sourcing and evaluation of new vendors as needed.
• Lead IT documentation and knowledge management to ensure all procedures, configurations, and standards are well-maintained for easy reference and consistent execution.
• Lead other IT initiatives such as new system deployments, platform rollouts, and infrastructure upgrades in alignment with business needs, including coordination of user training and cross-functional technical communication.

3.Research & Continuous Improvement

• Evaluate emerging technologies and industry best practices to recommend enhancements.
• Lead the gathering and analysis of user feedback to identify pain points and improvement opportunities.

Skills & Experience that WOW us:

• Bachelor's degree in Information Technology, Computer Science, Information Systems or a related field is preferred.
• Minimum 5 years of IT support or operations experience, ideally with multi-region exposure in the fintech or forex sector; prior team leadership experience is highly desirable.
• Proficient in end-user support, with strong knowledge of hardware, software, system setup, and license management.
• Experienced in IT asset lifecycle management and vendor procurement, including device planning, purchase coordination, pricing negotiation, and logistics.
• Strong verbal and written communication skills in both English and Chinese, with the ability to effectively engage technical and non-technical stakeholders.
• High attention to detail and a strong sense of accountability when handling sensitive data, system permissions, and security protocols.
• Collaborative team player with the ability to coordinate cross-functionally to support business operations.
• Willingness to travel occasionally to support cross-office IT needs.