As a Chief Technical Support Analyst, End-User IT Support you will be part of a specialized end-user support team that provides advanced, hands-on deskside and trading-floor support for end-users in Toronto, including the Capital Markets sector, while serving as the accountable local lead for daily service delivery, operational performance, and execution of approved initiatives and projects. This role remains deeply involved in day-to-day support operations and acts as the primary management-facing contact for the Toronto office to help ensure a high-quality, responsive, and stable support experience for business-critical users.
The position provides day-to-day work coordination and technical guidance locally but does not include formal people-manager or human resources responsibilities. Formal performance management, staffing decisions, compensation, and HR accountability remain with the senior leader responsible for the broader team.
Your role
- Be the senior on-site point of contact for IT-related issues encountered by on-site and remote users and provide advanced end-to-end technical support to quickly resolve simple and complex computer and IT issues.
- Provide advanced deskside and trading-floor support in a high-touch, time-sensitive environment for Capital Markets and other business critical users in Toronto.
- Diagnose problem situations, act and help resolve complex problems by implementing solutions and mitigation or contingency plans.
- Oversee the daily operational flow for the Toronto site, including triage, prioritization, assignment, follow-up, and coordination of local workload.
- Monitor local service performance and help ensure issues are progressed and resolved within expected service levels, with strong focus on responsiveness, quality, and operational stability.
- Act as the primary local contact for management stakeholders in Toronto regarding operational matters, escalations, outages, service risks, and high-priority requests, and ensure issues are driven through to resolution.
- Coordinate and work with other IT teams to resolve issues quickly, remove delivery blockers, and support the rollout of new technologies.
- Record all interactions and incidents in our ITSM ticketing system (ServiceNow), including descriptions, intervention details, and solutions adopted.
- Act as the Toronto lead for approved local rollouts and projects, including hardware refreshes, operating system upgrades, application or tooling changes, and other support-related initiatives.
- Coordinate local readiness, communications, scheduling, implementation support, and cutover activities for projects and initiatives to ensure limited impact to the users.
- Help create and maintain documentation and procedures for all systems, including IT policies, standards, and known-issue playbooks, and ensure compliance.
- Identify recurring issues, service gaps, and process improvement opportunities, and recommend practical changes that improve stability, efficiency, and user experience.
- Work closely with peer leads in Montreal and Calgary to standardize support practices and improve national consistency and to strengthen service continuity and maintain a consistent support experience.
- Act as the on-site bridge between the Capital Markets support team and local Toronto IT support personnel to improve workload sharing and operational synergy.
Your team
The IT-Operations sector is made up of more than 5500 proactive, collaborative experts who work with agility to seize opportunities, stay on the cutting edge of technology, and continuously improve our processes. You’ll report to the Senior Manager of IT Support.
The Bank values ongoing development and internal mobility. Our personalized training programs with on-the-job learning help you to master your role and develop new fields of expertise. Tools such as the Data Academy, language training, coaching, and mentoring support are always available.
Prerequisites
- 7 - 10 years of experience supporting end-user technology in a fast-paced enterprise environment, both onsite and remotely
- Demonstrated ability to coordinate operational delivery, manage escalations, and maintain follow-through in a high-pressure environment
- Strong troubleshooting skills across hardware, software, desktop tools, peripherals, and user productivity technologies
- Experience working collaboratively with multiple technical teams to resolve incidents and deliver initiatives and strong ability to build relationships with users, business partners, management, and technical teams
- Strong documentation, process discipline, and continuous improvement mindset
- Excellent communication skills and the ability to explain concepts in plain language, provide clear updates, and navigate gray areas
- Excellent ability to prioritize work based on urgency and business impact and to learn in a dynamic and fast-paced environment
- Extensive experience with setting up, supporting, and maintaining a wide range of hardware (desktops, laptops, printers, and peripherals) and software, including financial and trading applications
- Excellent knowledge of Microsoft Windows 11, Microsoft 365 collaboration tools
- Extensive experience and knowledge of Active Directory, Azure AD, Exchange, and Microsoft Endpoint Manager (Intune)
- Good understanding of local and wide area networking protocols
Assets
- Experience supporting Capital Markets or trading-floor and experience with trading applications (Bloomberg, BrokerTec, MarketAxess, ICAP, BGC, FIS, etc.)
- Knowledge of Excel macros/VBA, PowerShell scripting and third-party trading add-ins
- Experience with telephony softphone, and Cloud9 and knowledge or experience with Identity Access Management (IAM)
- French
