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About the Role
Serve as a primary technology partner for portfolio managers and front office users, ensuring uninterrupted productivity and frictionless user experiences. Deliver white-glove deskside and remote support, resolving issues at speed with zero tolerance for unresolved problems during trading hours. Exercise discretion when working with confidential information and deal confidently with senior users. Provide expert-level support for trading-critical applications and proactively manage endpoint health.
Responsibilities
- Serve as a primary technology partner for portfolio managers and front office users, with London as the primary focus.
- Deliver white-glove deskside and remote support to portfolio managers and their pod teams.
- Exercise absolute discretion when working with confidential trading and personnel information.
- Provide expert-level support for Bloomberg terminals, market data platforms, OMS, and all trading-critical applications.
- Proactively manage the health and performance of PM workstations, multi-monitor trading setups, and all front office endpoints.
- Coordinate closely with the Desktop Lead, London team colleagues, and global IT teams.
- Capture and manage all interactions in ServiceNow to drive accountability, SLA compliance, and data-driven service improvement.
- Apply the firm’s established global support standards and processes consistently.
- Participate in the global follow-the-sun support model, supporting users in other hubs.
- Participate in the weekend on-call rota, providing out-of-hours support for urgent issues.
- Act as an escalation point for complex desktop and end-user computing issues.
- Collaborate closely with core infrastructure, networking, and security teams to ensure end-to-end resolution.
- Contribute to root cause analysis and the implementation of permanent corrective actions.
- Provide broader desktop and end-user support across the London office beyond the PM pod community.
- Engage extensively and proactively with the wider global team, sharing context and asking for input.
- Contribute to EUC initiatives and infrastructure projects, including Windows platform upgrades, endpoint management improvements, and tooling enhancements.
- Maintain disciplined ownership of all incidents and service requests within ServiceNow.
- Leverage endpoint monitoring and automation tooling to shift the team’s posture from reactive support to proactive remediation.
- Actively adopt and make effective use of the AI tooling made available by the firm.
- Share practical tips and learnings with colleagues across the Global Desktop Support Team.
- Build trusted relationships with stakeholders across the London office.
Requirements
- Minimum 3 years’ desktop support experience within a financial services or hedge fund environment.
- Strong track record supporting front office or trading floor users.
- Proven experience providing dedicated technology support directly to portfolio managers, traders, or equivalent senior front office stakeholders in a high-pressure trading environment.
- Demonstrable experience operating with a good degree of autonomy within a team.
- Experience working within a global or follow-the-sun support model.
- Experience supporting users in a time-critical, high-expectation environment, with the discretion and professionalism this requires.
- Takes ownership of their own workload and manages priorities independently.
- Applies existing standards, knows when to act and when to escalate.
- Takes the time to genuinely understand Brevan Howard's culture, environment, and high expectations, and adapts to them.
- Takes unconditional, end-to-end ownership of every issue and every PM relationship within their remit.
- Deals with senior front office users, including portfolio managers, with genuine confidence and professionalism.
- Razor sharp, with the ability to read a situation instantly and understand the commercial stakes behind every technology request.
- Naturally earns the trust and respect of portfolio managers and their pod teams.
- Remains fully composed and authoritative in the highest-pressure situations.
- Makes clear, risk-aware decisions that protect PM productivity and trading continuity.
- Manages their own priorities, makes clear decisions under pressure, and holds themselves to a high standard without close oversight.
- Has the judgment to know when to involve the Desktop Lead or senior colleagues.
- Operates with absolute discretion in an environment where confidentiality is non-negotiable.
- Contributes actively to the London team and the broader Global Desktop Support Team.
- Collaborates openly and extensively with peers in London and other hubs, shares knowledge.
Skills
- Trade floor and white-glove front office support experience
- Excellent written and verbal communication skills
- Expert-level support for Bloomberg terminals, Refinitiv/LSEG, and other front office market data and trading platforms
- Advanced Microsoft Windows 11 endpoint support and enterprise build standards
- Experience leveraging AI tooling and automation to enhance support efficiency
- Strong ServiceNow incident and SLA management discipline
- Active Directory administration including GPO management and user lifecycle controls
- Microsoft 365 administration across Outlook, Teams, OneDrive, and SharePoint
- Solid networking fundamentals (WAN/LAN, DNS, DHCP, TCP/IP)
- Experience supporting OMS, EMS, and other trading-critical front office applications
- Familiarity with endpoint health monitoring tools (e.g. ControlUp)
- Familiarity with ITIL-based support frameworks
- Understanding of endpoint build, software distribution, and client management architectures (SCCM/Intune)
Location
- London
Work Type
- Follow-the-sun model
- On-call rota
Experience Level
- Minimum 3 years’ desktop support experience
- Senior front office stakeholders
Education Level
- Relevant professional certifications (e.g. ITIL Foundation, Microsoft)
About the Company
- Brevan Howard’s culture, environment, and high expectations