IT Support Supervisor

Eleven Recruiting; San Francisco (CA); In loco; USD 110.000 - 170.000; Tempo pieno

Descrizione del lavoro

Eleven Recruiting is assisting a global private equity firm in San Francisco, CA to hire an IT Support Supervisor. You will own end-user support, lead a team, manage vendors, and ensure secure, fast, high-quality service for all users including senior partners.

This hands-on leadership role requires depth in Microsoft 365, Intune, Entra ID, and ITSM platforms. You will partner with global IT colleagues to drive improvements and compliance across the firm.

Competenze

• Bachelor's degree in IT, CS, or related field, or equivalent experience.
• 5+ years in IT support, including at least 2 years leading a team or managing vendors.
• Hands-on with Microsoft 365, Intune, and Entra ID.
• Experience with ITSM platforms such as ServiceNow, Freshservice, or Jira Service Management.
• Working knowledge of networking protocols and core infrastructure.
• Calm, service-minded presence under pressure.
• Strong communication, problem-solving, and prioritization in a fast-paced, high-compliance environment.

Mansioni

• Lead and mentor the San Francisco IT support function, including in-house staff and third-party partners.
• Manage relationships with MSPs and vendors, ensuring SLA and service quality.
• Set priorities, balance workloads, and track service levels via ITSM platform.
• Run regular 1:1s and build paths for training and career growth.
• Direct setup, configuration, and troubleshooting of end-user hardware, software, and systems.
• Collaborate with infrastructure, security, and IT teams across global offices to fix systemic issues.

Conoscenze

Leadership & team mgmt

Communications

Problem solving

Prioritization under pressure

Formazione

Bachelor's degree or equivalent experience

Strumenti

Microsoft 365

Intune

Entra ID

ServiceNow / ITSM

Networking fundamentals

Descrizione del lavoro

We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for the best pay, diversity in tech, and the best job fit for every candidate we place.

Our client, a global private equity firm, is seeking an IT Support Supervisor to join their team in San Francisco, CA!

You'll own the end-user support experience, lead in-house staff and third-party support partners, and make sure every user, from associates to senior partners, gets fast, secure, and genuinely helpful support. It's a hands-on leadership role for someone who pairs technical depth with a hospitality-first mindset.

Responsibilities

• Lead and mentor the San Francisco IT support function, including in-house staff and third-party support partners.
• Manage relationships with managed service providers and vendors, holding partners accountable to SLAs and service quality.
• Set priorities, balance workloads, and track service levels through the firm's ITSM platform.
• Run regular 1:1s and build clear paths for training and career growth.
• Direct the setup, configuration, and troubleshooting of end-user hardware, software, and systems.
• Partner with infrastructure, security, and IT colleagues across the firm's global offices to fix systemic issues and manage change.
• Own complex escalations. Resolve them quickly, calmly, and with minimal disruption to deal teams on tight timelines.
• Provide high-touch support to senior partners and executives.
• Track metrics such as ticket volume, response time, and first-contact resolution, and use them to raise the bar on speed and user experience.
• Make sure every incident and request gets logged, prioritized, documented, and closed out properly.
• Manage IT assets for the office, including inventory, procurement, and tracking.
• Work with Office Management and Facilities on AV, telephony, and conference room technology so meetings run flawlessly for employees, portfolio company leaders, and investors.
• Serve as the bridge between end-user support and IT leadership, and surface trends, risks, and improvement opportunities.
• Deliver regular reporting on performance, user satisfaction, and system trends.
• Lead or support rollouts, migrations, and infrastructure upgrades.
• Uphold security policies, data protection standards, and regulatory requirements.

Required Qualifications

• A bachelor's degree in IT, Computer Science, or a related field, or equivalent experience.
• 5+ years in IT support, including at least 2 years leading a team or managing support vendors.
• Hands-on expertise with Microsoft 365, Intune, and Entra ID.
• Experience with an ITSM platform such as ServiceNow, Freshservice, or Jira Service Management.
• Working knowledge of networking protocols and core infrastructure.
• A calm, service-minded presence under pressure. You make users feel heard and confident.
• Strong communication, problem-solving, and prioritization skills in a fast-paced, high-compliance environment.

Preferred Qualifications

• Experience in private equity, investment banking, hedge funds, or another regulated financial services environment.
• Experience supporting financial platforms such as DealCloud, FactSet, Capital IQ, or Bloomberg.
• Mac and iOS support experience, including Jamf.

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