End User Support Site Lead

• Group Overview

  The TP ICAP Group is a world leading provider of market infrastructure.

  Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

  Through our people and technology, we connect clients to superior liquidity and data solutions.

  The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

  Founded in London in 1866, the Group operates from more than 60 offices in 27 countries.  We are 5,200 people strong.  We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

  Role Overview

  The End User Support Site Lead is responsible for managing the local End User Services team and overseeing all on‑site support operations for employees. This includes day‑to‑day operational support across broking and non‑broking functions, ensuring that incidents, problems, requests, and project work are executed efficiently and to a high standard. The role requires strong leadership, excellent customer focus, and ownership of local service delivery. The Site Lead also acts as deputy to the regional End User Services leadership, contributing to operational management, continuous improvement, and project execution across the region.

  Role Responsibilities

  • Provide day‑to‑day leadership and operational oversight for End User Services in Belfast, ensuring a consistently high standard of service for both broking and non‑broking populations.

  • Ensure all end‑user facing IT services are stable, secure, and fit for purpose, enabling employees to perform their roles effectively.

  • Lead and coordinate support across desktop computing, end‑user applications, mobile devices, and related technologies in line with agreed service levels.

  • Act as the primary site lead for End User Services, representing the function locally and providing visible leadership.

  • Ensure all incidents, service requests, problems, and changes are managed in accordance with ITSM and ITIL‑aligned processes, including Incident, Request, Change, Configuration, Capacity, and Release Management.

  • Collaborate closely with Infrastructure, Architecture, Service Management, IT Security, Facilities, and Communications teams to deliver a seamless end‑user experience.

  • Drive continuous service improvement by identifying opportunities for process optimisation, automation, and tooling enhancements to improve efficiency and user satisfaction.

  • Act as site lead for driving cross functional innovation and AI programmes.

  • Support and contribute to root cause analysis of recurring or high‑impact issues, ensuring corrective actions are identified and implemented.

  • Ensure adherence to IT Security, Risk Management, and Business Continuity (BCP) policies and procedures at all times.

  • Oversee local project delivery and technology rollouts, coordinating team resources to support regional and global initiatives.

  • Maintain and report on service delivery metrics, using data to track performance, identify trends, and support management reporting.

  • Ensure adequate shift coverage and on‑site support across all Belfast locations, including support for office moves, desk relocations, and weekend activities where required.

  • Act as a role model within the team, demonstrating professionalism, accountability, and a strong customer service ethos at all times.

  Experience / Competences

  Essential

  • Demonstrable experience working within large, complex organisations, ideally within financial services or similarly regulated environments.

  • 5–7 years’ proven experience in a supervisory or team leadership role with responsibility for End User/ Desktop Support services.

  • Hands‑on technical experience across Windows desktop environments, Office applications, Active Directory, SCCM / App‑V, end‑user hardware, and file and print services.

  • Experience leading teams in fast‑paced, business‑critical environments with multiple concurrent priorities.

  • Working knowledge of ITIL‑aligned IT Service Management processes.

  • Strong customer service focus with the ability to engage effectively with end users, stakeholders, and third‑party vendors.

  • Excellent written and verbal communication skills, with the ability to convey technical information clearly to non‑technical audiences.

  • Awareness of Risk Management, Compliance, Information Security, and Business Continuity requirements

  • Analytical and structured approach to problem solving, including root cause analysis.

  Desired

  • Previous experience within investment banking, financial services, or trading environments.

  • Experience supporting broking or front‑office user populations.

  • Exposure to service automation or tooling improvement initiatives.

  • Experience contributing to regional or global technology projects and rollouts.

  • Use of service metrics and reporting to drive service improvement.

  • Demonstrated willingness to learn and adopt new technologies.