Support Supervisor, IT

The IT Support Supervisor leads and manages regional service desk and onsite support teams across the Chicago, Minneapolis, Dallas and Houston offices, ensuring timely and effective technical assistance for a global investment banking environment. This role oversees day-to-day operations, monitors performance metrics, and maintains high user satisfaction while upholding firm-wide security and compliance standards. Acting as the primary escalation point for complex issues, the supervisor collaborates with cross-functional teams to resolve systemic challenges and drive initiatives that enhance user experience, operational efficiency, and change management.

Why This Role Matters

This position is critical to maintaining operational continuity and supporting the demanding technology needs of a global investment banking firm. The IT Support Supervisor ensures that end-users—from analysts to senior executives—receive reliable, secure, and efficient IT services that enable business success.

Key Responsibilities

Leadership & Team Management

• Supervise and mentor IT support staff across two offices, ensuring coverage for in-office schedules and remote support needs.
• Set priorities, manage workload distribution, and maintain service-level agreements (SLAs) using ServiceNow.
• Conduct regular 1:1s, performance reviews, and foster professional development through training and career progression frameworks.

Technical Oversight

• Direct the implementation, configuration, and troubleshooting of hardware, software, and systems for end-users.
• Partner with other IT teams to resolve systemic issues and drive effective change management.

Operational Excellence

• Monitor Service Desk performance metrics such as ticket volume, response times, and first-contact resolution, while continuously improving the quality, empathy, and clarity of user interactions.
• Resolve complex escalations quickly and professionally, minimizing business impact and providing a calm, reassuring, and customer-focused experience.
• Oversee the incident and request management process, ensuring all tickets are logged, prioritized, documented, and resolved according to established procedures.
• Manage IT assets for the west coast sites, including inventory, procurement, and asset tracking.
• Collaborate closely with Office Management and Facilities to support AV setups, Teams telephony, and conference room technology, delivering a reliable, polished, and welcoming experience for both employees and visitors.

Project & Governance

• Act as a liaison between the service desk and corporate management, keeping stakeholders informed of operational issues, trends, and service improvements.
• Provide regular reports and briefings on team performance, user satisfaction, and system trends.
• Lead or support IT projects such as solution rollouts, system migrations, and infrastructure upgrades.
• Ensure compliance with firm security policies, data protection standards, and regulatory requirements.
• Act as liaison for third-party vendors and manage vendor relationships for equipment repairs and services.