Lead IT Operations Engineer (End User Computing) | Global Alternative Investment Firm

[Please reach out to Stuart Thorley for Comp Package & Flexible Working Information] Are you a hands-on IT Operations expert ready to lead a high-performance support team in a fast-paced investment environment? Our client - a global asset manager with a technology-forward culture - is seeking an experienced Team Lead to oversee their End User Computing function in London. In this role, you’ll mentor a close-knit team while remaining a key technical escalation point for high-priority issues. You’ll help shape support strategy, coordinate global initiatives, and deliver a world-class user experience to some of finance’s most demanding professionals. This is a leadership opportunity that blends day-to-day operational responsibility with strategic oversight - requiring strong stakeholder engagement, service ownership, and a commitment to technical excellence Key Responsibilities Guide and mentor a team of end user support engineers, setting goals and leading performance reviews Act as a senior escalation point for critical desktop, mobile, and video conferencing support issues Build and manage strong relationships with business leaders, technical teams, and third-party vendors Plan and deliver small-to-medium-scale IT projects across desktop transformation, relocations, and technology upgrades Diagnose complex technical problems and produce detailed root cause analysis with follow-up recommendations Champion a user-first support model, managing incoming incidents and requests via Jira Service Management Produce and maintain documentation, SOPs, training materials, and knowledge base content for internal teams Deliver training and onboarding sessions to support adoption of new tech and compliance with internal policies Oversee physical hardware support including device setup, office moves, and lifecycle management Participate in a global on-call rotation, ensuring continuous support coverage Lead AM/PM system checks and ensure operational readiness across all user endpoints Provide regular updates to leadership and contribute to wider IT operations strategy What You Bring 6-10 years of experience in IT support or operations roles, with at least 2 years in a team leadership or supervisory position Strong technical troubleshooting skills across Windows, macOS, and mobile platforms (iOS/Android) Familiarity with collaboration tools (Microsoft 365, Zoom, Teams), enterprise mobility, and video conferencing systems Proven ability to support and influence high-stakes users in trading or financial services environments Working knowledge of market data platforms and trading tools such as Bloomberg, Eikon, or Neovest Experience with automation and scripting tools (e.g. PowerShell, Splunk) to enhance support operations Solid understanding of ITIL principles and service desk operations, including experience with Jira or equivalent ticketing platforms Strong stakeholder management and interpersonal skills - you’re as comfortable with C-suite executives as with first-line engineers Degree in Computer Science, Engineering, or related technical discipline