Desktop Support Team Lead - Global Investment Firm

• Proven experience leading or supervising a desktop or end-user support team, ideally in financial services or another demanding environment \n

• Strong hands-on expertise supporting Windows 10/11 and Windows Server 2012+ \n

• Detailed knowledge of Office 365 and Azure, including Outlook, OneDrive, SharePoint and DLP \n

• Solid experience with Active Directory, Group Policy, remote access solutions and software deployment \n

• Experience managing desktop hardware across its lifecycle \n

• A strong commitment to customer service, and the confidence to support senior, demanding users \n

• Strong organisational skills, able to balance competing priorities and frequent interruptions \n

• Clear written and verbal communication, with experience reporting to management \n

• Curious about new technology, with a track record of improving processes \n

• A degree in Computer Science, Engineering or a related field, or equivalent experience

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• Leading, coaching and developing a team of Desktop Support Analysts, including setting priorities, scheduling and performance management \n

• Owning the quality of desktop support in New York and acting as escalation point for complex or sensitive user issues \n

• Managing 24x5 support coverage and the weekend on-call rota, and taking part in it yourself \n

• Making sure incidents and requests are handled to SLA, and keeping runbooks, the knowledge base and ITSM processes up to date \n

• Working with global support teams, Level 2/3 engineering and external vendors to fix complex issues and deliver projects \n

• Overseeing alert monitoring so failed or degraded services are fixed before users are affected \n

• Leading automation work to remove repetitive tasks and improve efficiency \n

• Building relationships with senior stakeholders and trading teams, and turning their needs into technology improvements \n

• Reporting on service metrics, trends and opportunities to improve \n

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Actus Search is working with a leading global quantitative investment manager to hire a Desktop Support Team Lead for its New York office.

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You’ll lead the local desktop support team. You’ll keep a global community of 500+ users productive in a Windows environment, and you’ll stay hands-on with the hardest issues. This role is part people leadership, part service ownership and part technical expertise, in a fast-paced trading business where downtime matters.