Manager, Desktop Support

TL;DR

Manager, Desktop Support: Overseeing Level 1 and Level 2 technical support across London, Amsterdam, and Belfast offices with an accent on service excellence, team leadership, and process optimization. Focus on coordinating escalations, standardizing operating procedures, and implementing system hardening through audits and automation.

London (Fruit & Wool Exchange), Amsterdam, and Belfast offices

Company

World’s leading derivatives marketplace.

What you will do

• Coordinate support efforts and manage escalations with cross-functional teams to meet SLAs.
• Standardize and maintain SOPs for desktop support and troubleshooting.
• Oversee request and incident lifecycles for timely resolution and high user satisfaction.
• Manage staffing, provide training, and mentor technical staff.
• Audit and optimize support processes for efficiency and reliability.
• Lead R&D on new desktop hardware and emerging technologies.

Requirements

• SME in Windows OS with strong understanding of macOS and iOS.
• Ability to coach others and communicate clearly with non-technical staff.
• Exceptional communication skills for technical and non-technical stakeholders.

Culture & Benefits

• Work alongside leading experts in a global team.
• Equal opportunity employer valuing diverse perspectives.
• Impact markets worldwide and build a career shaping tomorrow.