Lead IT Operations Engineer (End User Computing) | Global Alternative Investment Firm (City of London)

[Please reach out to Stuart Thorley for Comp Package & Flexible Working Information]

Are you a hands-on IT Operations expert ready to lead a high-performance support team in a fast-paced investment environment? Our client – a global asset manager with a technology-forward culture – is seeking an experienced Team Lead to oversee their End User Computing function in London. In this role, you’ll mentor a close-knit team while remaining a key technical escalation point for high-priority issues. You’ll help shape support strategy, coordinate global initiatives, and deliver a world-class user experience to some of finance’s most demanding professionals. This is a leadership opportunity that blends day-to-day operational responsibility with strategic oversight – requiring strong stakeholder engagement, service ownership, and a commitment to technical excellence…

Key Responsibilities

• Guide and mentor a team of end user support engineers, setting goals and leading performance reviews
• Act as a senior escalation point for critical desktop, mobile, and video conferencing support issues
• Build and manage strong relationships with business leaders, technical teams, and third-party vendors
• Plan and deliver small-to-medium-scale IT projects across desktop transformation, relocations, and technology upgrades
• Diagnose complex technical problems and produce detailed root cause analysis with follow-up recommendations
• Champion a user-first support model, managing incoming incidents and requests via Jira Service Management
• Produce and maintain documentation, SOPs, training materials, and knowledge base content for internal teams
• Deliver training and onboarding sessions to support adoption of new tech and compliance with internal policies
• Oversee physical hardware support including device setup, office moves, and lifecycle management
• Participate in a global on-call rotation, ensuring continuous support coverage
• Lead AM/PM system checks and ensure operational readiness across all user endpoints
• Provide regular updates to leadership and contribute to wider IT operations strategy

What You Bring…

• 6-10 years of experience in IT support or operations roles, with at least 2 years in a team leadership or supervisory position
• Strong technical troubleshooting skills across Windows, macOS, and mobile platforms (iOS/Android)
• Familiarity with collaboration tools (Microsoft 365, Zoom, Teams), enterprise mobility, and video conferencing systems
• Proven ability to support and influence high-stakes users in trading or financial services environments
• Working knowledge of market data platforms and trading tools such as Bloomberg, Eikon, or Neovest
• Experience with automation and scripting tools (e.g. PowerShell, Splunk) to enhance support operations
• Solid understanding of ITIL principles and service desk operations, including experience with Jira or equivalent ticketing platforms
• Strong stakeholder management and interpersonal skills – you’re as comfortable with C-suite executives as with first-line engineers
• Degree in Computer Science, Engineering, or related technical discipline

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