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Head of Technical Support - Hedge Fund

Etonwood Limited
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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We are supporting a leading Hedge Fund in London with their search for a Head of European Technical Support.

You will manage the support teams, ensuring support and guidance across the regional sites, both deskside and remotely. They will balance the challenges of managing reactive support in a fast-paced environment, alongside the strategic focus needed to drive continual improvement across the function.

Specific responsibilities
  • Lead, direct and manage a large team of engineers to ensure a well-run team that is delivering against agreed targets to deliver high quality technical support.
  • Motivate team members to work collaboratively and effectively across our locations
  • Continual strategic focus on service improvement initiatives, thinking creatively to solve challenges and keep enhancing the service offered.
  • Act as a role model and develop the support team members
  • Lead or support project initiatives as needed
  • Help extend support globally and assist global initiatives to help provide seamless cover around the clock
  • Engage stakeholders to understand business requirements
  • Manage budgets and allocate resources effectively for maximum performance
  • Implement processes, procedures and controls to improve operations in a cost-effective manner
  • Provide monthly management reporting
  • On demand 1st & 2nd level support and 3rd level support coordination, escalation when needed
  • Maintain SLAs and escalate issues as needed
  • IT stock management
  • Management of support administrative related tasks like invoices, purchasing, vendor relationships
  • Examine and understand issues from multiple perspectives or points of view, readily sees inter-relationships and cause-and-effect relationships
  • Take a systematic approach to successfully resolving issues

Key competencies
  • Proven ability to communicate both up and down in an organisation
  • A good background of technical skills
  • Understanding of technical support processes
  • Excellent communication skills, both written and verbal
  • Maintains strong attention to detail in high-pressure situations
  • Technical knowledge and experience in more than one of the technology areas listed above
  • Technical, IT Service Management (ITIL) certifications
  • Able to demonstrate a genuine interest in the finance industry and the various functions within a financial institution
  • A desire to learn and understand more about the Business environment in which you work
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