Desktop Support Lead

Job title: Desktop Support Team Lead – Global Investment Firm Location: New York, NY (on-site) Employment type: Full-time, permanent Seniority: Mid–Senior level The opportunity Actus Search is working with a leading global quantitative investment manager to hire a Desktop Support Team Lead for its New York office. You’ll lead the local desktop support team. You’ll keep a global community of 500+ users productive in a Windows environment, and you’ll stay hands-on with the hardest issues. This role is part people leadership, part service ownership and part technical expertise, in a fast-paced trading business where downtime matters. Your impact Leading, coaching and developing a team of Desktop Support Analysts, including setting priorities, scheduling and performance management Owning the quality of desktop support in New York and acting as escalation point for complex or sensitive user issues Managing 24x5 support coverage and the weekend on-call rota, and taking part in it yourself Making sure incidents and requests are handled to SLA, and keeping runbooks, the knowledge base and ITSM processes up to date Working with global support teams, Level 2/3 engineering and external vendors to fix complex issues and deliver projects Overseeing alert monitoring so failed or degraded services are fixed before users are affected Leading automation work to remove repetitive tasks and improve efficiency Building relationships with senior stakeholders and trading teams, and turning their needs into technology improvements Reporting on service metrics, trends and opportunities to improve What you’ll bring Proven experience leading or supervising a desktop or end-user support team, ideally in financial services or another demanding environment Strong hands-on expertise supporting Windows 10/11 and Windows Server 2012+ Detailed knowledge of Office 365 and Azure, including Outlook, OneDrive, SharePoint and DLP Solid experience with Active Directory, Group Policy, remote access solutions and software deployment Experience managing desktop hardware across its lifecycle A strong commitment to customer service, and the confidence to support senior, demanding users Strong organisational skills, able to balance competing priorities and frequent interruptions Clear written and verbal communication, with experience reporting to management Curious about new technology, with a track record of improving processes A degree in Computer Science, Engineering or a related field, or equivalent experience Bonus points for Scripting and automation in PowerShell or Python Networking knowledge Exposure to Linux environments ITIL certification or experience running ITSM processes What’s on offer Lead a key team in a highly technical, engineering-led global investment firm High visibility with senior stakeholders across a fast-paced trading business Room to shape how the support team works, including its tooling and automation Competitive base salary, bonus and benefits Actus Search