Lead Service Support Engineer

CLS helps clients navigate the changing FX marketplace - reducing risk and creating efficiencies. Our extensive network and deep market intelligence enable CLS specialists to lead the development of standardized solutions to real market problems. Our innovative, forward looking products make the trading process faster, easier, safer and more cost effective - empowering our clients' success.

Location: London

Corporate title: L3

No. of direct reports: 0

The Lead Service Support Engineer is primarily responsible for proving technical leadership to the global Deskside Support and IT Administrative teams located in global CLS offices. The role will deliver an enhanced technical support capability that takes ownership of the EUC service. The role will be responsible for the design and implementation of effective technical solutions required by the business as well as identifying and driving continual service improvement roadmaps for supported products and services.

• Must have strong experience working within 3rd line desktop support teams across multiple geographical locations.
• Must have good technical knowledge of supporting, deploying and managing Microsoft desktop operating systems, desktop applications and monitoring/management tools preferably in a Citrix VDI environment.
• Must have strong experience of application discovery, analysis, and packaging.
• Must have strong scripting experience.
• Strong knowledge of Active Directory domain services, group policy and account management tooling.
• Strong knowledge of mobile communications, remote working technologies, desktop/video telephony services, unified communications and collaboration tools.
• Strong experience of providing cross training on technologies and operational processes. Ability to assess / identify knowledge gaps across technical teams.
• Ability to collaborate effectively with others to drive forward the key objectives of the team and the wider corporate goals.
• Strong documentation and report writing skills (to both technical and business audiences).
• Have excellent time management and organisational skills.
• Solid knowledge of ITIL framework (Incident, Problem, Change and Request processes).
• Experience of working in highly secure and complex environments.
• Knowledge and experience of the following products:
  • Liquidware suite (FlexApp and ProfileUnity)
  • SCCM OSD and Task Sequences

• Proven career managing and developing Desktop Support services in mission critical environments.

• Possess a strong service oriented mind set who can consistently deliver a high level of service to the business.
• Strong team working skills, both as a contributor and facilitator.
• Have the ability to influence decisions.
• Ability to communicate complex technical issues to different levels of management.
• Proactive individual who can take the lead in engaging with the business stakeholders.
• Self motivated to exceed management expectations and objectives.
• Demonstrate strong technical, analytical, and problem solving skills.
• Able to manage their time effectively and prioritise their own and their team's workload to meet changing demands from the business.
• A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.

A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.