Desktop Support Lead (New York City Metropolitan Area)

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