Head of Desk Support

Tradition is the interdealer broking arm of Compagnie Financière Tradition and one of the world's largest interdealer brokers in over-the-counter financial and commodity related products. CFT is represented in over 28 countries, employing over 2,500 people. Tradition’s goal is to provide superior client services. It believes its business success is a direct reflection of its employees and recruits. As such, teamwork, creativity, reliability and integrity are components of a work ethic taken very seriously since the company was founded in 1959.

Main responsibilities within the Head of Desktop Support position include:

• Service Desk Management - Supervise daily operations of the service desk, ensuring prompt and effective handling of support requests.
• Team Development - Lead and mentor the support staff, fostering a collaborative atmosphere and encouraging professional growth.
• Performance Monitoring – Analyse key performance indicators (KPIs) and service level agreements (SLAs) to identify areas for improvement and meet internal and external reporting requirements.
• Policies, Process and Documentation – Ensure that relevant policies and processes are documented and followed. Assist in creating and maintaining these where relevant to desktop level IT support.
• Vendor Management – In conjunction with the CTO, build and manage relationships with key external vendors.
• Line managing the Desktop and Voice Support team members in London and EMEA sites.
• Ensure the desktop estate is regularly patched and updated and any new equipment is configured and delivered in accordance with company policies.
• Ensure that all relevant additions/changes/removals are tracked as part of overall IT Asset Management.
• Manage and ensure successful delivery of desk moves when required.
• Manage all voice services – dealerboard telephony, office telephony, corporate mobile phones.
• Initial escalation point for non-standard requests, queries or issues around first line IT support service delivery.
• Carry out changes in line with company change control policy.
• Liaison point between Support team and the other IT teams where required.

Key skills and experience required in this role:

• Strong leadership, problem-solving, and communication skills (technical & non-technical).
• Ability to work under pressure and prioritise effectively.
• Good knowledge of Microsoft desktop products – Windows 10/11, Office, Sharepoint, Configuration Manager, Azure portal.
• Excellent knowledge of PC and desktop hardware.
• Experience working in a similar role in Financial Services is desirable.
• Knowledge of Citrix, Bloomberg, Zoom, Refinitiv would be advantageous.
• Knowledge of Trading Dealerboard systems would be advantageous.

Working Hours: Shift pattern between the hours of 6:30am and 6:30pm – Monday to Friday.

Tradition do not accept agency CVs. Please do not forward CVs to our employees or Talent team. Tradition are not accountable for any fees related to unsolicited resumes. The Talent team will reach out to trusted agents when required. Please note, due to the large volume of applications for this position, only suitable candidates will be contacted. If you have not heard from us within 14 days, unfortunately, your application has been unsuccessful. Tradition welcome all suitable applications and are an equal opportunity employer who value diversity. All employment is decided on the basis of qualifications and merit. By applying for this role, you agree that we may retain your details on our system for a period of 6 months and may contact you for any future vacancies that may arise within the Tradition Group.