We are seeking a Technology Service Lead to join our global IT team and manage the technical support and maintenance of our London office. The successful candidate will be the primary contact for all IT related matters and will work in-office Monday to Friday from 8am-6pm, as well as occasional out of hours when needed.

The role will involve providing immediate technical support to the London team (both when users are in office and/or remote) as well as other global offices that overlap with UK working hours. The individual will also be responsible for managing the London IT infrastructure in partnership with our global IT team to deliver optimal performance, reliability, and security to support the firm’s goals and growth. We are looking for an individual who is motivated and driven to manage the day-to-day IT support function in London, who is a team player with excellent communication and collaboration

skills.

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Responsibilities

• Maintain and improve technical systems of the firm to ensure all employees have the technology they need to complete their work and keep the firm’s important data and information safe and intact.

• Create new user accounts, configure laptops, and set up their desks and workstations.

• Respond to hardware, software, and network problems.

• Partner with managed service providers such as telecom vendors to deliver quality services and troubleshoot issues

• Manage projects to update end-user hardware and software, including mobile devices, laptops, operating systems, etc.

• Collaborate and communicate with team members to keep everyone informed.

• Assist with office moves and system upgrades.

• Regular testing of file backups and call recording systems

• Periodic testing of disaster recovery and network resilience capabilities

• Patch/update monitoring of workstations and laptops plus remediation

• Managing the London office phone system (Avaya Cloud Office)

• Managing access control/security passes for users and visitors

• Occasional visits to our data center in East London for upgrades/maintenance

• Creating ‘how-to’ guides for end-users

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Qualifications and skill set

• 8 years of experience working as an IT service or help desk professional in a corporate setting, ideally in the financial services industry

• Excellent verbal and written communications skills.

• Strong understanding of MS365 - Teams, OneDrive/SharePoint, etc.

• Strong knowledge of /Windows 11.

• Working knowledge of Active Directory, including creating/modifying accounts, groups, etc.

• Working knowledge of Microsoft Entra, Intune, Exchange and MS365 Admin Centers

• Knowledge of Bloomberg, including setup, Excel integration and troubleshooting.

• Knowledge of Citrix (Workspace and Director)

• Knowledge of Zoom (meetings, webinars, rooms).

• Hardware – printers, laptops, workstations, iPhones.

• Can work independently but knows when to escalate.

• Experience working under pressure.

• Willing to get hands dirty (moves, installs, etc.).

• Excellent troubleshooting and problem-solving skills with a strong attention to detail.

• Can follow procedures, policies, and documentation.

• Ability to be proactive and identify areas of improvement for all services being provided by the IT Support Team.