Desktop Support Lead in London

The Global Desktop Support Team at Brevan Howard is a critical component of the firm’s technology platform, ensuring uninterrupted performance for portfolio managers, executives, and global users operating within a highly distributed, latency-sensitive hedge fund environment.

This London based role sits at the intersection of portfolio manager partnership, hands-on desktop support leadership, and strategic EUC contribution. Its primary purpose is the provision of high-class technical desktop support to portfolio managers, underpinned by day-to-day leadership of the London support engineers. It requires a highly credible, technically authoritative professional with a strong technical background gained specifically within the hedge fund industry, who understands the pace, pressure, and risk sensitivity of a hedge fund.

Being credible in front of the C-suite is critical to the success of the candidate, who will interact daily with the Chief of Staff for Trading in both London and New York, alongside other senior stakeholders across the global business. The individual must appreciate the direct relationship between technology performance and P&L, operate with urgency during market hours, and always maintain absolute discretion.

The role demands someone who earns trust through competence, sound judgment, and consistent delivery. They must be a dependable and trusted source of technology support for senior leadership and portfolio managers, someone whose presence inspires confidence, and who is recognised as a trusted go-to member of the global Desktop Support team.

The primary mandate is to safeguard trading and leadership productivity. The role owns rapid response and resolution of issues impacting revenue-generating teams, delivering white-glove deskside and remote support with strict adherence to the 30-minute response SLA. Calm execution under pressure, proactive endpoint health management, and disciplined ServiceNow ticket hygiene are essential to minimising downtime and eliminating operational friction.

Beyond operational support, this position carries strategic ownership of Enterprise User Computing (EUC) initiatives. The individual will be accountable for delivering key transformation programs across the firm’s in-house managed Windows 11 platform—ensuring structured execution, stakeholder alignment, risk mitigation, and zero trading disruption.

The role serves as the senior escalation point for complex end-user and desktop issues, driving root cause analysis and permanent remediation to eliminate repeat incidents. Success requires close coordination with infrastructure, networking, and security teams, alongside disciplined lifecycle ownership of incidents and continuous improvement initiatives.

A critical responsibility is the direct leadership of the London desktop support engineers. The successful candidate will lead, coach, and mentor the support engineer team on an ongoing basis, developing individual capability, addressing performance gaps, and elevating technical standards to ensure the team is resilient, skilled, and aligned to business demand.

The role also provides autonomy to contribute across broader infrastructure initiatives, influencing platform stability, automation, performance optimisation, and service resilience beyond traditional desktop support.

This individual must be a visible, credible, and trusted presence in the London office—representing Technology with authority, integrity, and reliability, and acting as a trusted go-to member of the global Desktop Support team. Success will be measured not only by technical execution, but by the confidence senior leadership places in their judgment, discretion, and ability to consistently deliver in a high-performance hedge fund environment.

Main Duties/Responsibilities of the Role

• Tier 1: Executive & Portfolio Manager Technology Partnership (Priority Focus)
• Protect P&L, preserve trading continuity, and operate as a trusted technology advisor in a hedge fund environment.
• Serve as the resolute technology partner to senior executives and portfolio managers in London, ensuring uninterrupted trading and leadership productivity.
• Operate with a clear understanding of hedge fund market dynamics, urgency during trading hours, and the direct impact of downtime on performance.
• Maintain daily credibility and engagement with C-suite stakeholders, including regular interaction with the Chief of Staff for Trading in both London and New York.
• Deliver white-glove deskside and remote support with immediate triage and ownership through resolution.
• Adhere strictly to the 30-minute SLA for portfolio managers, with disciplined communication and accountability.
• Proactively monitor endpoint performance, trading application stability, and infrastructure readiness to prevent disruption before market impact.
• Function as a credible and trusted source of technical guidance, demonstrating discretion, sound judgment, and authority in all executive interactions.
• Maintain rigorous ServiceNow ticket hygiene to ensure data integrity, SLA transparency, and service improvement insights.
• Remove friction for senior stakeholders, enabling focus on investment performance rather than technology issues.
• Tier 2: Support Engineer Team Leadership, EUC Ownership & Infrastructure Contribution
• Lead the London desktop support engineers, own EUC strategy and execution, modernise the platform, and strengthen support capability.
• Provide direct line management and leadership of the London-based support engineers, including workload allocation, coaching, performance management, and professional development.
• Own and deliver strategic EUC initiatives within London, ensuring alignment with global standards and hedge fund operational requirements.
• Own the ongoing performance, stability, and continuous improvement of the firm’s in-house managed Windows 11 platform for the London user base.
• Serve as the senior escalation point for complex end-user and desktop incidents, driving root cause analysis and permanent remediation.
• Enforce disciplined lifecycle ownership of all incidents and service requests within ServiceNow to improve transparency and performance metrics.
• Leverage AI tooling and automation platforms as part of day-to-day support delivery to enhance the end-user experience.
• Establish clear operating standards, accountability models, and performance expectations aligned to a high-performance trading environment.
• Build and maintain extensive collaboration and credibility with other Technology Infrastructure heads across the global business.
• Work effectively within the peer group of 6 regional desktop support leads, sharing knowledge and best practice.
• Function as a visible, credible technology leader in the London office and a trusted go-to member of the global Desktop Support team.

Work Experience and Background

Essential

• Min 3 years’ desktop support experience gained specifically within a hedge fund or similarly demanding front-office trading environment.

Technical Skills

• Proven trade floor / white-glove VIP support experience gained specifically within a hedge fund environment.
• Strong ServiceNow incident and SLA management discipline with excellent ticket hygiene.
• Strong service management oversight, with a clear understanding of ITIL-aligned incident, problem, and change management processes.
• Advanced Microsoft Windows 11 endpoint support, with deep expertise in build, deployment, and enterprise management standards.
• Strong Microsoft Intune expertise, including device enrolment, compliance and configuration policies, application deployment, and endpoint security management.
• Active Directory administration including GPO management and user lifecycle controls.
• Microsoft 365 administration.
• Strong VMware vSphere and Omnissa Horizon expertise within enterprise environments.
• Experience supporting Azure Virtual Desktop (AVD).
• Strong networking fundamentals (WAN/LAN, DNS, DHCP, TCP/IP) with effective troubleshooting capability.
• Experience supporting Bloomberg Terminal and other market data and front-office trading applications.
• Understanding of endpoint build, software distribution, and client management architectures.
• Familiarity with end-user experience monitoring tools and ITIL-based support frameworks.
• Confident leveraging AI tooling as part of day-to-day support delivery.

Competencies

• Executive Credibility & Discretion
• Hedge Fund Commercial Awareness
• Calm, Decisive Leadership Under Pressure
• Business-First Service Orientation
• Trust-Building & Professional Presence
• Escalation Authority & Analytical Strength
• Disciplined Process Ownership
• Accountability & Data Discipline
• Strategic Mindset with Operational Execution
• Team Coach & Global Collaborator

Summary

Location: London
Type: Full time