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Technical IT Manager, Service Desk Manager
2 weeks ago
**Technical IT Manager, Service Desk Manager - Financial / Banking - Paris**
Working within a Major Brokerage House this is a Technical IT / Service Desk Managers role responsible for the day to day running of the Service Desk and it’s Team but also providing Technical Support, direction and guidance.
**Management Responsibilities**:
- Responsible for day to day running of the Paris Service Desk and working closely with London, Asia & US counterparts.
- Ensuring the team accurately log, update and resolve all Incidents, Service requests and Changes in the Service Desk system (JIRA)
- Ensure that tickets assigned to the service desk are dealt with within SLA
- Assist the Head of IT Service Desk with ensuring the team follow the company’s Incident, Service Request, Change and Problem management processes
- Assist the Head of IT Service Desk with improvement to the service desk systems and processes
- Ensure customers are dealt with professionally and efficiently
- Knowledge sharing with other team members through a knowledge base system
- Support of standard Microsoft technologies and onsite infrastructure, with support from offsite Global specialist teams
- Support of the onsite telephony systems, including the Cloud 9 platform
- Writing documentation and maintaining knowledge of new technologies and how they can help the company
- Ensure technical skills are updated in line with company requirements
- Endeavour to align working practices to ITIL framework where appropriate
- In conjunction with the IT Support Analysts - providing out of hours support to users as per On Call Rota and supporting change/operational initiatives that are required to be actioned out of hours
- In addition to the above, all members of the team are expected to contribute to departmental projects and this can include weekend work._
**Minimum Technical Knowledge Required**:
- Standard Microsoft Technologies
- Microsoft Windows Server Systems
- Microsoft Active Directory (DNS/DHCPs/GPOs etc.)
- Microsoft Exchange
- VMware
- Desktop Central
- IP Technology (Networking/Telephony).
- LanSweeper, Mimecast, Azure, AWS,
- HP Servers
- Storage and Fileservers
- Understanding of PHP, SQL, scripting language (batch, vbs, powershell, python)
**Highly Desirable Technical Skills**:
- Previous Financial / Banking experience including Market Data / Trade Floor Support
- Experience supporting Futures & Options Trading, Risk and Settlement Systems.
- Knowledge of at least one of the ISV’s products - Trading Technologies, Stellar, ULLink, WebICE, Object Trading, Fidessa, ION / Patsystems, Trayport.
- Exchange Connectivity - ICE / LIFFE, Eurex, CME / CBOT, Euronext, Xetra, Chi-X, LME, LSE, NYSE.
- FIX Connectivity - Client On-boarding, Support / Troubleshooting of FIX Logs / Connections.
- Other Market Data - Reuters, Bloomberg, CQG, Ateo (Teo and Lisa).
- ITIL Foundation or above
**Working in a vibrant environment with the opportunity to learn expand on existing as well as learn new skills with an excellent salary and benefits to include**:
- Inclusion in Personal and Company Bonus + Overtime
- 25 days holiday per year, increasing to 30 days.
- Pension
- Health Care, Health and Life Assurance
- Childcare Vouchers
- Season Ticket Loan
- Subsidised Gym Membership
