Desktop Support Engineer in Kennington

Main DutiesTier 1: Portfolio Manager & Front Office Support (Priority Focus)Mandate: Be a trusted technology partner for portfolio managers and their pods, primarily in London, delivering white-glove support at the desk and remotely — and to the same standard for users in other hubs under the follow-the-sun model.Serve as a primary technology partner for portfolio managers and front office users, with London as the primary focus, ensuring uninterrupted productivity and frictionless user experiences.Deliver white-glove deskside and remote support to portfolio managers and their pod teams, resolving issues at speed and with zero tolerance for unresolved problems during trading hours.Exercise absolute discretion when working with confidential trading and personnel information, and deal confidently and credibly with senior front office users.Provide expert-level support for Bloomberg terminals, market data platforms, OMS, and all trading-critical applications used by PM pods.Proactively manage the health and performance of PM workstations, multi-monitor trading setups, and all front office endpoints — eliminating issues before they arise.Coordinate closely with the Desktop Lead, London team colleagues, and global IT teams to ensure consistent standards, proactive communication, and seamless support delivery across all regions.Capture and manage all interactions in ServiceNow to drive accountability, SLA compliance, and data-driven service improvement.Tier 2: Global Desktop Support, Enterprise User Computing & EscalationMandate: Deliver reliable, high-quality desktop and end-user computing support to London users and, through the follow-the-sun model, to users in other hubs — handling escalated issues and contributing to the Global Desktop Support Team and its projects.Apply the firm’s established global support standards and processes consistently, working in step with London and global colleagues.Participate in the global follow-the-sun support model, supporting users in other hubs as part of the team and ensuring clean, well-documented handovers of tickets and context to and from colleagues in other regions.Participate in the weekend on-call rota, providing out-of-hours support for urgent issues and following established escalation and handover procedures.Take the time to understand Brevan Howard’s culture, environment, and high expectations before seeking to operate independently — adopting the firm’s established and proven ways of working rather than reviewing or changing them.Act as an escalation point for complex desktop and end-user computing issues, primarily for the London office and for other hubs as required under the follow-the-sun model, escalating onward to the Desktop Lead where needed and collaborating closely with core infrastructure, networking, and security teams to ensure end-to-end resolution.Contribute to root cause analysis and the implementation of permanent corrective actions to eliminate repeat incidents.Provide broader desktop and end-user support across the London office beyond the PM pod community, ensuring all users receive a consistently high standard of support.Work closely with London team colleagues — sharing knowledge, covering for one another, and supporting team rotas — and engage extensively and proactively with the wider global team, sharing context and asking for input rather than operating as a silo.Contribute to EUC initiatives and infrastructure projects, including Windows platform upgrades, endpoint management improvements, and tooling enhancements.Maintain disciplined ownership of all incidents and service requests within ServiceNow, ensuring rigorous ticket hygiene and SLA compliance.Leverage endpoint monitoring and automation tooling to shift the team’s posture from reactive support to proactive remediation.Actively adopt and make effective use of the AI tooling made available by the firm to improve support efficiency, accelerate incident resolution, and enhance the end-user experience, and share practical tips and learnings with colleagues across the Global Desktop Support Team.Build trusted relationships with stakeholders across the London office, establishing the technology function as a credible, responsive, and high-quality presence within the business.Work ExperienceEssentialMinimum 3 years’ desktop support experience within a financial services or hedge fund environment, with a strong track record supporting front office or trading floor users.Proven experience providing dedicated technology support directly to portfolio managers, traders, or equivalent senior front office stakeholders in a high-pressure trading environment.Demonstrable experience operating with a good degree of autonomy within a team — managing own priorities, making sound decisions, escalating appropriately, and delivering consistently.Experience working within a global or follow-the-sun support model, collaborating across time zones, handing over and picking up work, and sharing knowledge with peers.Experience supporting users in a time-critical, high-expectation environment, with the discretion and professionalism this requires.Technical SkillsEssentialProven trade floor and white-glove front office support experience, ideally within a hedge fund or investment