Desktop Support

TechDigital Group; Boston (MA); On-site; USD 85,000 - 110,000; Full time

Job summary

TechDigital Group is seeking a senior IT Desktop Support professional to provide on-site front-office and trading-floor desktop support in Boston. You will work with portfolio managers, traders, and research teams to ensure stable trading and research workflows.

Responsibilities include VIP/white-glove support, incident management with ITSM tools like ServiceNow or Jira, and end-to-end issue resolution during market hours.

Qualifications

• 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

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.

Skills

Windows desktop support

Multi-monitor setup

Infrastructure basics

Tools

ServiceNow

Jira

Job description

How many positions are open for this role: 1

Candidate Submission Limit Per Supplier: 3

Role Expectations

• White glove support is required
• Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)
• Trade floor experience is required

Top Skills

1. Strong Windows desktop and endpoint support expertise
2. Multi-monitor and high-performance workstation setup
3. Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

Key Responsibilities

Service Delivery & Field Service Operations

• 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.

Front Office & VIP Support

• 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.

ITSM Process Excellence

• 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.

End-User Technology & Trading Floor Support

• 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.

Investment Applications & Market Data Support

Provide basic L1 support for investment management applications like:

• Bloomberg, Refinitiv (Reuters), FactSet, Aladdin (or similar platforms)
• Order Management Systems (OMS) / Execution Management Systems (EMS)
• Support Microsoft 365 and collaboration tools used for investment research and reporting.

Stakeholder & Relationship Management

• 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.

Continuous Improvement & Operational Efficiency

• 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.

GenAI Implementation

• 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.

Required Skills & Experience

• 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

Technical Skills

• Strong Windows desktop and endpoint support expertise
• Multi‑monitor and high‑performance workstation setup
• Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)
• Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin)
• Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

Process & Tools

• ITSM tools such as ServiceNow, Jira or equivalent
• Incident prioritization based on investment business impact
• Knowledge of SLA‑driven support in financial environments

Soft Skills

• 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