Job title: Desktop Support Team Lead – Global Investment Firm
Location: New York, NY (on-site)
Employment type: Full-time, permanent
Seniority: Mid–Senior level
The opportunity:
Actus Search is working with a leading global quantitative investment manager to hire a Desktop Support Team Lead for its New York office. 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.
Your impact:- Leading, coaching and developing a team of Desktop Support Analysts, including setting priorities, scheduling and performance management
- Owning the quality of desktop support in New York and acting as escalation point for complex or sensitive user issues
- Managing 24x5 support coverage and the weekend on-call rota, and taking part in it yourself
- Making sure incidents and requests are handled to SLA, and keeping runbooks, the knowledge base and ITSM processes up to date
- Working with global support teams, Level 2/3 engineering and external vendors to fix complex issues and deliver projects
- Overseeing alert monitoring so failed or degraded services are fixed before users are affected
- Leading automation work to remove repetitive tasks and improve efficiency
- Building relationships with senior stakeholders and trading teams, and turning their needs into technology improvements
- Reporting on service metrics, trends and opportunities to improve
- What you’ll bring
- Proven experience leading or supervising a desktop or end-user support team, ideally in financial services or another demanding environment
- Strong hands-on expertise supporting Windows 10/11 and Windows Server 2012+Detailed knowledge of Office 365 and Azure, including Outlook, OneDrive, SharePoint and DLPSolid experience with Active Directory, Group Policy, remote access solutions and software deployment
- Experience managing desktop hardware across its lifecycle
- A strong commitment to customer service, and the confidence to support senior, demanding users
- Strong organisational skills, able to balance competing priorities and frequent interruptions
- Clear written and verbal communication, with experience reporting to management
- Curious about new technology, with a track record of improving processes
- A degree in Computer Science, Engineering or a related field, or equivalent experience
- Bonus points for
- Scripting and automation in PowerShell or Python
- Networking knowledge
- Exposure to Linux environmentsITIL certification or experience running ITSM processes
- What’s on offer
- Lead a key team in a highly technical, engineering-led global investment firm
- High visibility with senior stakeholders across a fast-paced trading business
- Room to shape how the support team works, including its tooling and automation
- Competitive base salary, bonus and benefits
