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Desktop Support Lead

2 months ago

London, United Kingdom Trayport Full time

The Role

As the Desktop Support Team Lead, you will be responsible for leading a team of Desktop Support Administrators, ensuring the delivery of high-quality technical support and services across the company. You will oversee the day-to-day operations of the team, providing technical guidance, mentoring, and ensuring the resolution of all support incidents within agreed SLAs. The environment is primarily Windows-based, with some Linux systems. You will collaborate with other IT teams to ensure the seamless operation of Trayport’s desktop infrastructure, contributing to strategic projects and continuous improvement initiatives.

Responsibilities

Team Leadership :

• Lead, mentor, and develop a team of Desktop Support Administrators, fostering a collaborative and high-performance culture.

• Conduct regular performance reviews, set objectives, and manage career development plans for team members.

• Ensure adequate staffing levels, manage rotas, and oversee resource allocation to meet operational demands.

Technical Support Management:

• Oversee the day-to-day operations of the Desktop Support team, ensuring timely resolution of all incidents and service requests.

• Act as the escalation point for complex technical issues, providing advanced troubleshooting support in a primarily Windows environment, with some Linux systems.

• Ensure all support activities are documented, tracked, and completed in line with established SLAs and quality standards.

Continuous Improvement:

• Identify and implement process improvements to enhance user experience and management reporting.

• Develop and maintain knowledge base articles and technical documentation to support team operations.

• Drive automation and efficiency in desktop support processes using tools and scripts where appropriate.

Collaboration and Communication:

• Work with the IT Service Delivery Manager to deliver on strategic goals for IT at TMX Trayport

• Collaborate with other IT teams (such as Network, Security, and Infrastructure) to support cross-functional initiatives and projects.

• Communicate effectively with stakeholders at all levels, providing updates on team performance, incident status, and any IT changes impacting the business.

• Manage vendor relationships and coordinate with third-party support providers as needed.

Project Management:

• Lead and contribute to desktop-related projects, such as hardware refreshes, software deployments, and security updates.

• Manage project timelines, resources, and deliverables to ensure successful completion of initiatives.

The Person

Essential:

• Proven people management experience in a similar Desktop Support Lead or Senior Desktop Support role in a corporate environment.

• Strong technical skills in a Windows-based environment, including Windows 10, Active Directory, Group Policy, and Microsoft Office Suite.

• Some experience with Linux-based operating systems and associated troubleshooting.

• Excellent leadership, team management, and mentoring skills.

• Strong problem-solving abilities and a methodical approach to troubleshooting technical issues.

• Experience with remote support tools, endpoint management solutions, and IT service management tools (e.g., ServiceNow).

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Strong organizational skills and the ability to manage multiple priorities and deadlines.

Desirable:

• Relevant IT certifications such as ITIL, Microsoft Certified: Modern Desktop Administrator Associate, or Linux certifications.

• Experience with scripting languages (e.g., PowerShell, Bash) for automation and process improvement.

• Experience in a financial services or trading environment is a plus.

Key Competencies:

• Leadership and team-building

• Strong customer focus

• Proactive and results-driven approach

• Excellent interpersonal skills

• Ability to work under pressure and handle complex situations