Desktop Support Lead

Job title: Desktop Support Team Lead – Global Investment FirmLocation: New York, NY (on-site)Employment type: Full-time, permanentSeniority: Mid–Senior levelThe opportunityActus 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 impactLeading, coaching and developing a team of Desktop Support Analysts, including setting priorities, scheduling and performance managementOwning the quality of desktop support in New York and acting as escalation point for complex or sensitive user issuesManaging 24x5 support coverage and the weekend on-call rota, and taking part in it yourselfMaking sure incidents and requests are handled to SLA, and keeping runbooks, the knowledge base and ITSM processes up to dateWorking with global support teams, Level 2/3 engineering and external vendors to fix complex issues and deliver projectsOverseeing alert monitoring so failed or degraded services are fixed before users are affectedLeading automation work to remove repetitive tasks and improve efficiencyBuilding relationships with senior stakeholders and trading teams, and turning their needs into technology improvementsReporting on service metrics, trends and opportunities to improveWhat you’ll bringProven experience leading or supervising a desktop or end-user support team, ideally in financial services or another demanding environmentStrong hands-on expertise supporting Windows 10/11 and Windows Server 2012+Detailed knowledge of Office 365 and Azure, including Outlook, OneDrive, SharePoint and DLPSolid experience with Active Directory, Group Policy, remote access solutions and software deploymentExperience managing desktop hardware across its lifecycleA strong commitment to customer service, and the confidence to support senior, demanding usersStrong organisational skills, able to balance competing priorities and frequent interruptionsClear written and verbal communication, with experience reporting to managementCurious about new technology, with a track record of improving processesA degree in Computer Science, Engineering or a related field, or equivalent experienceBonus points forScripting and automation in PowerShell or PythonNetworking knowledgeExposure to Linux environmentsITIL certification or experience running ITSM processesWhat’s on offerLead a key team in a highly technical, engineering-led global investment firmHigh visibility with senior stakeholders across a fast-paced trading businessRoom to shape how the support team works, including its tooling and automationCompetitive base salary, bonus and benefits