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Job Summary:
Diverse Lynx is seeking a Desktop Support professional for their client in San Francisco, CA. The role involves providing on-site support for front-office users, ensuring minimal disruption during market hours, and managing incidents using ITSM tools.
Responsibilities:
• Provide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams.
• Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution.
• Support time-critical incidents aligned to market cycles.
• Take end-to-end ownership of issues, ensuring rapid resolution in high-pressure, revenue-impacting situations.
• Coordinate with cross functional IT teams for priority issue resolution
• Support for back-office users and new joiner onboarding process.
• Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers.
• Prioritise issues impacting market data feeds, order execution, and pricing systems.
• Manage incidents and service requests via tools such as ServiceNow or Jira with strict SLA adherence.
• Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking.
• Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact.
• Install, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments.
• Support multi-monitor configurations.
• Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication.
• Manage mobile devices and secure endpoints used for remote portfolio access.
• Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms.
• Provide basic L1 support for investment management applications like: Bloomberg, Refinitiv (Reuters), FactSet, Aladdin (or similar platforms)
• Support Microsoft 365 and collaboration tools used for investment research and reporting.
• Communicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios.
• Provide real-time updates during critical incidents impacting portfolio or trading activities.
• Build strong relationships with investment teams and operations stakeholders.
• Ensure high user satisfaction through responsive and proactive support.
• Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems.
• Improve first-time fix rates for front-office issues.
• Maintain and contribute to existing knowledge bases.
• Support process optimisation aligned to asset management workflows.
• Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions
• Use AI-powered dispatch tools for optimized technician allocation.
• Support automation in asset tracking and service reporting.
• Drive adoption of AI-enabled deskside support tools to improve user experience.
Qualifications:
Required:
• Candidates must be vaccinated
• No subcontracting permitted
• 4–8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services
• Experience supporting portfolio managers, traders, and research teams
• Exposure to market-sensitive, time-critical environments
• Strong Windows desktop and endpoint support expertise
• Multi-monitor and high-performance workstation setup
• Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI
• ITSM tools such as ServiceNow, Jira or equivalent
• Incident prioritization based on investment business impact
• Knowledge of SLA-driven support in financial environments
• Strong stakeholder engagement
• Ability to operate in high-pressure, market-driven environments
• Excellent problem-solving and decision-making skills
• Clear and confident communication under pressure
• High level of ownership, attention to detail, and accountability
Preferred:
• Bloomberg exposure is nice to have but not required (support only, not building)
• Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)
• Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin)
Company:
Diverse Lynx is a WBENC- and NMSDC-certified partner, helping organizations turn diversity goals into measurable impact through staffing and contingent workforce solutions. Founded in 2002, the company is headquartered in Princeton, New Jersey, US, , with a team of 1001-5000 employees. The company is currently Late Stage.