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Eleven Recruiting · 3 days ago

IT Support Supervisor

Los Angeles, CA

Full-time

Onsite

Mid, Senior Level

$110K/yr - $150K/yr

5+ years exp

Eleven Recruiting is a specialized technology staffing agency supporting professional and financial services companies. They are seeking an IT Support Supervisor to lead and manage regional service desk and onsite support teams, ensuring effective technical assistance and high user satisfaction in a global investment banking environment.

ConsultingRecruitingStaffing Agency

Hiring Manager

Sarah Wilson

Responsibilities

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

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

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

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

Qualification

IT support managementMicrosoft 365ServiceNowHardware troubleshootingNetworking protocolsCommunication skillsProblem-solvingTeam leadership

Required

Bachelor's degree in IT, Computer Science, or related field or an equivalent combination of experience and education

5+ years in IT support roles, with at least 2 years in a supervisory capacity

Hands-on experience supporting a wide range of hardware, software, and IT systems, including Microsoft 365, Intune, and Entra ID

Experience with IT service management platforms, such as ServiceNow or other ticketing systems

Knowledge of networking protocols and basic infrastructure support

Demonstrates exceptional communication and interpersonal skills, approaching every interaction with a hospitality-first mindset and a strong commitment to delivering an outstanding user experience

Applies strong problem-solving and analytical abilities with attention to detail, ensuring users feel heard, supported, and confident throughout the resolution process

Effectively manages multiple priorities while leading a team in a fast-paced environment, balancing efficiency with empathy and maintaining a calm, welcoming presence under pressure