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Head of IT Support – London, UK

2 months ago

London, UK, United Kingdom GFO-X Full time

Head of IT Support – London, UK


"Global Futures and Options Ltd (GFO-X)”, a UK FCA-authorised and regulated MTF, is seeking a Head of IT Support to join our growing team in London, UK.


GFO-X is the UK's first regulated and centrally cleared trading venue dedicated to digital asset derivatives. GFO-X has partnered with LCH SA which will offer clearing of Bitcoin index futures and options contracts traded on GFO-X. This will be made available through a new segregated clearing service, LCH DigitalAssetClear. GFO-X services large global institutional participants who require a regulated, institutional-grade trading venue for digital asset derivatives, including bitcoin index futures and options.


The Head of IT Support is responsible for leading and managing the IT support team to ensure the reliable and efficient operation of the exchange's technology support to both internal and external clients. This role oversees the delivery of high-quality technical support services, incident management, and end-user assistance to internal employees and external customers. The Head of IT Support plays a critical part in maintaining the exchange's uptime, security, and compliance.


Role

  • Manage and lead the IT support team.
  • Oversee the resolution of technical issues.
  • Ensure the smooth operation of IT services.
  • Develop and implement IT support policies and procedures.
  • Monitor system performance and ensure compliance with industry standards.
  • Work closely with other departments to understand their IT needs.
  • Provide timely and effective solutions to technical problems.
  • Train and mentor IT support staff.
  • Manage IT support budgets and resources.
  • Ensure the security and integrity of IT systems.
  • Coordinate with external vendors and service providers.
  • Maintain up-to-date knowledge of industry trends and technologies.
  • Prepare and present reports on IT support activities.
  • Ensure customer satisfaction with IT support services.
  • Implement and manage IT support tools and software.
  • Conduct regular performance reviews of IT support staff.
  • Develop and maintain IT support documentation.
  • Handle escalated IT support issues.
  • Plan and execute IT support projects.
  • Ensure compliance with company policies and procedures.


Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • Minimum 7 years of experience in IT support management, preferably in an exchange or financial services environment
  • Proven track record of leading and motivating IT support teams
  • Excellent problem-solving, critical thinking, and decision-making skills
  • Strong communication and interpersonal skills to effectively interact with technical and non-technical stakeholders
  • Familiarity with IT support best practices, including incident management, change management, and service level agreements
  • Knowledge of IT infrastructure components (e.g., servers, networks, databases, applications) and their support requirements
  • Understanding of IT security principles and regulatory compliance requirements
  • Preferred Qualifications:
  • Master's degree in a relevant field
  • Experience with IT service management frameworks (e.g., ITIL)
  • Certifications in IT management or support (e.g., ITIL, ITSM)
  • Understanding of financial markets and exchange operations


This role is to be based at our offices in London and will report directly to our CIO. Application from any region is acceptable, but candidates based in the United Kingdom will be given preference.


GFO-X is an equal opportunities employer committed to diversity and inclusion. Competitive benefits included.


If you are a candidate interested in any of our roles, please apply through the link provided in the job posting.


Inquiries from agencies should be directed to recruitment@gfo-x.com. Please refrain from sending recruitment inquiries to any other email address or individual within our organization. GFO-X does not guarantee employment or engagement based solely on inquiry. All unsolicited CVs from agencies shall be treated as such and will not be counted as submissions.