Permanent Desktop Support Engineer in London

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.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.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 bank.Expert-level support for Bloomberg terminals, Refinitiv/LSEG, and other front office market data and trading platforms.Advanced Microsoft Windows 11 endpoint support and enterprise build standards.Experience leveraging AI tooling and automation to enhance support efficiency, accelerate incident resolution, and improve the end-user experience.Strong ServiceNow incident and SLA management discipline with excellent ticket hygiene.Microsoft 365 administration across Outlook, Teams, OneDrive, and SharePoint.Solid networking fundamentals (WAN/LAN, DNS, DHCP, TCP/IP) with confident troubleshooting capability.Experience supporting OMS, EMS, and other trading-critical front office applications.Familiarity with endpoint health monitoring tools (e.g. ControlUp) and ITIL-based support frameworks.Understanding of endpoint build, software distribution, and client management architectures (SCCM/Intune).ITIL Foundation, Microsoft).Confidence with Senior Front Office StakeholdersDeals with senior front office users, including portfolio managers, with genuine confidence and professionalism. both office and residential settings, without being overawed or under-prepared. Exceptional Intelligence & Commercial AcuityRazor sharp, with the ability to read a situation instantly and understand the commercial stakes behind every technology request. Makes clear, risk-aware decisions that protect PM productivity and trading continuity. Has the judgment to know when to involve the Desktop Lead or senior colleagues, and escalates early where the situation warrants it.Front Office Discretion & ProfessionalismOperates with absolute discretion in an environment where confidentiality around trading activity, portfolio positions, and personnel is non-negotiable. Global & London Team Citizenship & CollaborationContributes actively to the London team and the broader Global Desktop Support Team. Collaborates openly and extensively with peers in London and other hubs, shares knowledge — including practical learnings on using AI tooling — and helps maintain the consistency and resilience of the firm’s global technology platform. Has no time for a silo mindset — proactively reaches out, shares context, and treats the team as the primary support network rather than working around it.SummaryLocation: LondonType: Full time