Global IT Service Desk Manager
Job Description
[Up to c. £175k Comp Package | On-Site Working]
Role Overview
We're representing an established international investment firm seeking an experienced IT Service Desk Manager to oversee its global support operation from London. Technology plays an integral part in the business, supporting investment professionals and operational teams across several major financial centres, where responsive and dependable IT services are essential. With the organisation continuing to expand, this appointment will bring dedicated management and greater operational structure to an established, growing service desk. The individual will assume responsibility for daily service delivery, team development, technical escalations and improvements to how support is organised and measured, allowing senior technology colleagues to concentrate on specialist engineering and executive support.
This is a hands-on leadership position, suited to someone who combines strong technical troubleshooting skills with the ability to manage people and improve an international service function. The successful individual will have considerable scope to shape processes, develop junior engineers and establish consistently high standards across the business...
Role Snapshot
- Bring 7+ years of professional IT support experience, including at least 2-3 years managing a service desk or leading a technical support team
- Lead an expanding team of support engineers and apprentices, taking ownership of coaching, workload distribution, professional development and overall performance
- Oversee daily service operations, maintaining effective ticket prioritisation, escalation processes, SLA performance and reliable coverage throughout trading hours
- Remain technically hands-on, independently resolving complex L2 issues and contributing to more advanced L3 escalations when required
- Demonstrate strong technical knowledge of Windows 10/11, Microsoft 365, Active Directory, Entra ID and Azure, with substantial practical troubleshooting experience
- Support effective endpoint administration through Intune and/or Jamf, alongside a solid understanding of enterprise networking and connectivity
- Coordinate international support delivery across London, New York, Abu Dhabi and Singapore, ensuring consistency in processes, communication and service expectations
- Take ownership of ITSM tools such as ServiceNow, Jira or equivalent platforms, improving workflows, documentation, knowledge management and operational efficiency
- Analyse service performance and recurring incidents to drive measurable improvements, working closely with senior IT leadership, VIP Support and EUC Engineering
- (Preferred) Previous experience in hedge funds, trading or wider financial services, alongside exposure to Bloomberg Terminal, ITIL methodologies, scripting, automation or enterprise telephony
...
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