Desktop Support Team Leader

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BBVA es una compañía global con más de 160 años de historia que opera en más de 25 países donde damos servicio a más de 80 millones de clientes. Somos más de 121.000 profesionales trabajando en equipos multidisciplinares con perfiles tan diversos como financieros, expertos legales, científicos de datos, desarrolladores, ingenieros y diseñadores.

Conoce más sobre el área:

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

Sobre el puesto

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 bank's 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 BBVA’s 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 BBVA’s 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 BBVA’s 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.

Please note that priority will be given to candidates who are elegible to work in the UK.

Habilidades:

Acuerdo de nivel de servicio (SLA), Análisis de causa raíz (ACR), Colaboración, Colaborar, Comportamiento proactivo, Comunicación, Cuestiones técnicas, Cumplimiento de normas, Estándares de seguridad, Excelencia del servicio, Gestión de colas, Indicadores clave de rendimiento (KPI), Manejo de Incidentes, Mantenimiento de la compostura, Métricas de rendimiento, Rendición de cuentas, Resolución de problemas, Seguridad global