Houlihan Lokey · 14 hours ago
Support Supervisor, IT
Los Angeles, CA, USA
Full-time
Onsite
Senior Level
$110K/yr - $150K/yr
5+ years expHoulihan Lokey, Inc. is a global investment bank specializing in mergers and acquisitions and financial advisory services. The IT Support Supervisor leads and manages the service desk and onsite support teams, ensuring effective technical assistance and high user satisfaction in a global investment banking environment.
BankingFinanceFinancial Services
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
Required
Education: Bachelor's degree in IT, Computer Science, or related field or an equivalent combination of experience and education
Experience: 5+ years in IT support roles, with at least 2 years in a supervisory capacity
Soft Skills: Excellent communication, leadership, and problem-solving abilities; ability to thrive in a fast-paced, high-compliance environment
Technical Skills: 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
Preferred
Experience in financial services or other regulated industries
Familiarity with ServiceNow ticketing system
Ability to manage multiple priorities across geographically dispersed teams
Benefits
Discretionary incentive compensation
Competitive benefits package
Company
Houlihan Lokey
Houlihan Lokey is an investment bank specializing in mergers and acquisitions, capital solutions, and financial restructuring.
1001-5000 employees
H1B Sponsorship
Houlihan Lokey has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (30)
2023 (21)
2022 (30)
2021 (67)
2020 (26)
Funding
Current Stage
Public CompanyTotal Funding
unknown2015-08-12IPO
2005-10-31Acquired
Leadership Team
Austin Smith
Senior Vice President
Miguel Mireles
Vice President Investment Banking
Recent News
Secondaries Investor
2025-12-18
2025-12-01
Company data provided by crunchbase