Desktop Support Lead

The role serves as the senior escalation point for complex end-user and desktop issues, driving root cause analysis and permanent remediation to eliminate repeat incidents. Success requires close coordination with infrastructure, networking, and security teams, alongside disciplined lifecycle ownership of incidents and continuous improvement initiatives.

A critical responsibility is the direct leadership of the London desktop support engineers. The successful candidate will lead, coach, and mentor the support engineer team on an ongoing basis, developing individual capability, addressing performance gaps, and elevating technical standards to ensure the team is resilient, skilled, and aligned to business demand.

The role also provides autonomy to contribute across broader infrastructure initiatives, influencing platform stability, automation, performance optimization, and service resilience beyond traditional desktop support.

This individual must be a visible, credible, and trusted presence in the London office—representing Technology with authority, integrity, and reliability, and acting as a trusted go-to member of the global Desktop Support team. Success will be measured not only by technical execution, but by the confidence senior leadership places in their judgment, discretion, and ability to consistently deliver in a high-performance hedge fund environment.

Serve as the resolute technology partner to senior executives and portfolio managers in London, ensuring uninterrupted trading and leadership productivity.

Operate with a clear understanding of hedge fund market dynamics, urgency during trading hours, and the direct impact of downtime on performance.

Maintain daily credibility and engagement with C-suite stakeholders, including regular interaction with the Chief of Staff for Trading in both London and New York.

Deliver white-glove deskside and remote support with immediate triage and ownership through resolution.

Adhere strictly to the 30-minute SLA for portfolio managers, with disciplined communication and accountability.

Proactively monitor endpoint performance, trading application stability, and infrastructure readiness to prevent disruption before market impact.

Function as a credible and trusted source of technical guidance, demonstrating discretion, sound judgment, and authority in all executive interactions.

Maintain rigorous ServiceNow ticket hygiene to ensure data integrity, SLA transparency, and service improvement insights.

Remove friction for senior stakeholders, enabling focus on investment performance rather than technology issues.

Tier 2: Support Engineer Team Leadership, EUC Ownership & Infrastructure Contribution Mandate: Lead the London desktop support engineers, own EUC strategy and execution, modernize the platform, and strengthen support capability.

Provide direct line management and leadership of the London-based support engineers, including workload allocation, coaching, performance management, and professional development.

Own and deliver strategic EUC initiatives within London, ensuring alignment with global standards and hedge fund operational requirements.

Own the ongoing performance, stability, and continuous improvement of the firm’s in-house managed Windows 11 platform for the London user base.

Serve as the senior escalation point for complex end-user and desktop incidents, driving root cause analysis and permanent remediation.

Enforce disciplined lifecycle ownership of all incidents and service requests within ServiceNow to improve transparency and performance metrics.

Leverage AI tooling — including Claude — and automation platforms as part of day-to-day support delivery to enhance the end-user experience, shifting from reactive support to initiative-taking remediation and endpoint optimization.

Provide direct leadership to the London desktop support engineers, coaching and mentoring the team on an ongoing basis, identifying capability gaps, and elevating standards to ensure a resilient, skilled team.

Establish clear operating standards, accountability models, and performance expectations aligned to a high-performance trading environment.

Contribute autonomously across broader infrastructure initiatives, influencing platform stability, automation, performance optimization, and service resilience beyond traditional EUC boundaries.

Build and maintain extensive collaboration and credibility with other Technology Infrastructure heads across the global business, ensuring the London desktop support function is closely aligned with wider infrastructure, security, and network strategy.

Work effectively within the peer group of 6 regional desktop support leads, sharing knowledge and best practice, and consistently operating with a single global mindset rather than a siloed, regional one.

Function as a visible, credible technology leader in the London office and a trusted go-to member of the global Desktop Support team, reinforcing trust through consistent execution and strategic contribution.