Desktop Support Team Leader

London - UK

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Excited to grow your career

BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121000 professionals working in multidisciplinary teams with profiles as diverse as financiers legal experts data scientists developers engineers and designers.

As part of the Engineering team the London IT Helpdesk provides support to users based in London.

About the job:

The Customer Comes First (Service Excellence):

Deliver proactive white-glove support to traders and front-office staff anticipating technical needs before they impact market participation.

Maintain a 100% uptime mentality for Bloomberg Eikon and execution platforms treating every technical hurdle as a priority for the banks clients.

We Think Big (Innovation & Ambition):

Identify opportunities to automate manual workflows on the trading floor pushing the boundaries of traditional support to increase operational speed.

Continuously seek out and pilot new hardware or software solutions that provide our traders with a competitive edge in data visualization and low-latency performance.

We Are One Team (Collaboration & Integrity):

Break down silos by collaborating seamlessly with Network Security and Global Engineering teams to resolve complex infrastructure issues.

Share knowledge and mentor junior analysts ensuring the entire support ecosystem grows stronger and more resilient together.

Mission-Critical Infrastructure:

Rapidly deploy and maintain high-spec workstations and multi-monitor arrays ensuring all configurations strictly adhere to BBVAs global security and compliance standards.

Manage the full lifecycle of trading peripherals (turrets hoot-n-holler systems) with meticulous attention to detail.

Resilient Incident Management:

Lead the immediate response to real-time outages during high-volatility periods maintaining composure and clear communication in line with BBVAs commitment to transparency and excellence.

Operational Leadership & Queue Management:

Strategic Oversight: Act as the primary point of tactical direction for the desktop support team ensuring all tickets are triaged assigned and resolved within aggressive trading-floor SLAs.
Queue Optimization: Monitor real-time ticket volumes and team distribution to prevent bottlenecks ensuring that Customer Comes First remains a reality not just a slogan.
Resource Allocation: Manage shift rotations and on-call schedules to provide seamless coverage for market open/close and weekend maintenance windows.

Advanced Technical Escalation (2nd & 3rd Line):

Expert Troubleshooting: Serve as the final point of escalation for complex technical issues involving high-spec trading hardware OS kernel errors and intricate market data connectivity.
Root Cause Analysis (RCA): Lead the post-incident review process for any major trade-floor outages identifying long-term fixes to ensure Thinking Big leads to more resilient systems.
Vendor Management: Coordinate directly with 3rd-party providers (Bloomberg Refinitiv IPC) to resolve deep-seated technical bugs or hardware failures.

Management Reporting & Governance:

Performance Metrics: Develop and present weekly/monthly KPIs to senior leadership focusing on resolution times recurring issues and team capacity.
Compliance & Security: Ensure all team actions and desktop configurations align with BBVAs global security standards and financial regulatory requirements.
Asset Lifecycle Management: Maintain an accurate inventory of trading floor hardware and manage the budget for equipment refreshes and upgrades.

Additional Qualifications for Team Lead:

Leadership Experience: 2 years of experience leading a technical team or acting as a Senior/Lead in a high-stakes environment.
Analytical Mindset: Proficiency in using ITSM tools (like ServiceNow or Jira) to pull data and create meaningful reports for stakeholders.
Project Management: Ability to balance daily firefighting with long-term infrastructure projects and migrations.
Mentorship Skills: A proven track record of developing junior talent and building a culture of shared knowledge and accountability (One Team).
Languages: spanish is required.

Skills:

Accountability Collaborating Collaboration Communication Global Security Incident Management Key Performance Indicators (KPI) Maintaining Composure Performance Metrics Proactive Behavior Queue Management Root Cause Analysis (RCA) Security Standards Service Excellence Service Level Agreement (SLA) Standards Compliance Technical Issues Troubleshooting

Excited to grow your careerBBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121000 professionals working in multidisciplinary teams with profiles as diverse as financiers legal experts...