Description
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Overall Objectives: The End User Support Lead is part of the IT Operations department, overseeing the Service Desk and Desktop Support teams.
These teams provide front-line support to all end users, operating from the trading floors in London and Paris. The environment is dynamic, fast-paced, and requires a disciplined yet customer-focused approach.
The End User Support Lead is responsible for managing and guiding a team of engineers delivering high-quality technical support across all areas of end user computing. This includes close collaboration with front, middle, and back office teams, traders, executives, and business-critical staff.
Key Accountabilities
The teams key responsibilities include:
This list is not exhaustive and may include other tasks assigned by the manager.
Lead, mentor, and develop a team of desktop support engineers, fostering a collaborative and high-performance culture.
Oversee the delivery of first and second-line support for all IT solutions, ensuring incidents and service requests are managed effectively and within defined service levels.
Act as an escalation point for complex technical issues, providing guidance and hands-on support as needed.
Champion a user-focused support experience, adapting communication and problem-solving to meet the needs of diverse users, including VIPs and executives.
Manage ticket queues, perform impact assessments, assign tasks, and ensure timely resolution of incidents and major issues.
Coordinate with internal support groups and third-party vendors to resolve system and service issues.
Ensure deployments are implemented in accordance with release and deployment procedures.
Maintain and update the knowledge base, documenting new processes and sharing expertise across support levels.
Oversee key processes such as new joiner inductions, hardware builds, build room organisation, and AV/printer support.
Ensure compliance with IT security and regulatory requirements, maintaining device and data integrity.
Contribute to the development of future-facing support initiatives, such as Tech Bar planning and walk-up support experiences.
Provide data and reporting for regulatory and internal purposes as required.
Experience Required
To be successful in this role, you should have:
Proven experience in a technical support or desktop support role, ideally within a fast-paced or trading floor environment.
Demonstrated ability to lead and inspire a team, delivering results to strict deadlines.
Experience supporting high-pressure environments and business-critical users.
Graduate level in a technology-based discipline is desirable.
Strong organisational skills and attention to detail.
Technical requirements
To be successful in this role, you should have:
Expertise in desktop operating systems (Windows 10/11), hardware configuration, multi-monitor setups, and bespoke workstations.
Familiarity with business applications (Microsoft Office, Exchange, Office 365).
Experience with network troubleshooting, VPN configuration, and connectivity issues.
Exposure to trading-specific software (Bloomberg Terminal, Reuters Trading for Exchanges) is desirable.
Knowledge of remote desktop solutions, Citrix environments, and mobile device management platforms.
Proficiency with ITSM tools (ServiceNow, Ivanti) and understanding of ITIL processes (Incident, Problem, Change, Asset Management).
Certifications such as CompTIA A+, ITIL Foundation are desirable.
Person specification
Highly motivated to deliver results and meet deadlines.
Excellent verbal and written communication skills, able to convey complex problems to non-technical audiences.
Strong analytical and troubleshooting skills, with a proactive approach to problem-solving.
Ability to prioritise tasks, manage time efficiently, and adapt to shifting demands.
Customer-focused, ensuring users feel supported, valued, and understood.
Professional and calm under pressure, able to handle urgent requests and high-pressure situations.
Self-starter, willing to take responsibility and drive improvements in support workflows.
Adaptable and flexible, comfortable working in a dynamic environment with shifting priorities.
Hours of Work
The Desktop Support team provides cover between 06:00 and 18:30 on a rotating shift basis, with occasional cover for the Paris office.
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