End User Support Lead in England

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

• 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

• 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

• Expertise in desktop operating systems (Windows), 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.