Chief Technical Support Analyst End-User IT

National Bank of Canada; Toronto; On-site; CAD 90,000 - 150,000; Full time

Job summary

National Bank of Canada in Toronto seeks a Chief Technical Support Analyst, End-User IT Support, to lead on-site IT delivery for business-critical users and trading-floor operations. You will coordinate day-to-day support activities, provide advanced deskside assistance, and partner with Montreal and Calgary teams to ensure consistent service across the organization.

You’ll drive incidents to resolution, develop documentation and playbooks, and participate in platform rollouts and technology

Qualifications

• 7-10 years of experience supporting end-user technology in a fast-paced enterprise environment.
• Strong troubleshooting skills across hardware, software, desktop tools, peripherals, and user productivity technologies.
• Experience coordinating operational delivery, managing escalations, and maintaining follow-through in a high-pressure environment.
• Excellent communication skills and the ability to explain concepts in plain language, provide clear updates, and navigate gray areas.
• 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, Active Directory, Azure AD, Exchange, and Microsoft Endpoint Manager (Intune) and understanding of local and wide area networking protocols.
• 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, Cloud9 and IAM knowledge are assets.

Responsibilities

• Act as the senior on-site IT point of contact for on-site and remote users, providing advanced end-to-end technical support to quickly resolve issues for Capital Markets and other business-critical users in Toronto.
• Oversee Toronto’s daily operational flow, including triage, prioritization, assignment, follow-up, and local workload coordination; diagnose and resolve complex problems; monitor service performance to ensure issues progress and are resolved within SLAs.
• Act as the primary local contact for Toronto management stakeholders on operational matters, escalations, outages, service risks, and high-priority requests; coordinate with other IT teams to resolve issues quickly.
• Lead approved local rollouts and projects in Toronto, including hardware refreshes, OS upgrades, application or tooling changes, and other support-related initiatives; coordinate readiness, communications, scheduling, and cutover activities.
• Work with peers in Montreal and Calgary to standardize support practices, improve national consistency, strengthen service continuity, and maintain a consistent support experience; act as the on-site bridge between Capital Markets support and Toronto IT.
• Record all interactions and incidents in ITSM (ServiceNow), including descriptions, intervention details, and solutions adopted.
• Create and maintain documentation for systems, including IT policies, standards, and known-issue playbooks, and ensure compliance.
• Identify recurring issues, service gaps, and process improvements to enhance stability, efficiency, and user experience.

Job description

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 whole team.

• Act as the senior on‑site IT point of contact for on‑site and remote users, providing advanced end‑to‑end technical support to quickly resolve simple and complex IT issues, including high‑touch, time‑sensitive deskside and trading‑floor support for Capital Markets and other business‑critical users in Toronto
• Oversee Toronto’s daily operational flow, including triage, prioritization, assignment, follow‑up, and local workload coordination; diagnose and resolve complex problems through solutions, mitigation measures, or contingency plans; and monitor local service performance to ensure issues progress and are resolved within expected service levels, with a focus on responsiveness, quality, and operational stability
• Act as the primary local contact for Toronto management stakeholders on operational matters, escalations, outages, service risks, and high‑priority requests, driving issues through to resolution; coordinate with other IT teams to resolve issues quickly, remove delivery blockers, and support the rollout of new technologies
• Lead approved local rollouts and projects in Toronto, 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 to minimize user impact
• Work closely with peers in Montreal and Calgary to standardize support practices, improve national consistency, strengthen service continuity, and maintain a consistent support experience, serve as the on‑site bridge between the Capital Markets support team and local Toronto IT support personnel to improve workload sharing and operational synergy
• Record all interactions and incidents in our ITSM ticketing system (ServiceNow), including descriptions, intervention details, and solutions adopted
• 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.

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 whole team.

Your job

• Act as the senior on‑site IT point of contact for on‑site and remote users, providing advanced end‑to‑end technical support to quickly resolve simple and complex IT issues, including high‑touch, time‑sensitive deskside and trading‑floor support for Capital Markets and other business‑critical users in Toronto
• Oversee Toronto’s daily operational flow, including triage, prioritization, assignment, follow‑up, and local workload coordination; diagnose and resolve complex problems through solutions, mitigation measures, or contingency plans; and monitor local service performance to ensure issues progress and are resolved within expected service levels, with a focus on responsiveness, quality, and operational stability
• Act as the primary local contact for Toronto management stakeholders on operational matters, escalations, outages, service risks, and high‑priority requests, driving issues through to resolution; coordinate with other IT teams to resolve issues quickly, remove delivery blockers, and support the rollout of new technologies
• Lead approved local rollouts and projects in Toronto, 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 to minimize user impact
• Work closely with peers in Montreal and Calgary to standardize support practices, improve national consistency, strengthen service continuity, and maintain a consistent support experience, serve as the on‑site bridge between the Capital Markets support team and local Toronto IT support personnel to improve workload sharing and operational synergy
• Record all interactions and incidents in our ITSM ticketing system (ServiceNow), including descriptions, intervention details, and solutions adopted
• 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.

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 and 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) and good understanding of local and wide area networking protocols
• 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) are assets.

Languages: English. Required skills: Amazon Web Services Identity and Access Management, Artificial Intelligence, Azure Active Directory, Bloomberg, Customer Technical Support, Cybersecurity, Initiative, Microsoft Azure, Microsoft Exchange, Microsoft Intune, Resiliency, ServiceNow, Teamwork, Windows PowerShell.

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and family assistance program
• Preferential banking services
• Involvement in community initiatives
• Telemedicine service
• Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting‑edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people‑first environment

We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier‑free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Join us!