IT Support Supervisor

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Overview

Scope

The IT Support Supervisor leads and manages regional service desk and onsite support teams across the APAC region offices, ensuring timely and effective technical assistance for a global investment banking environment. This role oversees day-to-day operations, monitors performance metrics, and maintains high user satisfaction while upholding firm-wide security and compliance standards. Acting as the primary escalation point for complex issues, the supervisor collaborates with cross-functional teams to resolve systemic challenges and drive initiatives that enhance user experience, operational efficiency, and change management. This position is critical to maintaining operational continuity and supporting the demanding technology needs of a global investment banking firm by ensuring all end-users receive reliable, secure, and efficient IT services that enable business success.

Responsibilities

• Supervise and mentor IT support staff across 7 APAC offices, ensuring coverage for in-office schedules and remote support needs as part of a global team.

• Set priorities, manage workload distribution, and actively coach and mentor IT support staff to move from reactive SLAs to Experience-First (XLA) support.

• Conduct regular 1:1s, performance reviews, and enable 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 volumes, proactive resolutions, 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.

• Conduct weekly quality audits of local team interactions to identify, document, and nominate outstanding client service into the global 'Gold Touch' OKR tracker.

• 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 APAC sites, including inventory, procurement, and asset tracking.

• Collaborate closely with Office Management and Facilities to support AV setups, Teams telephony, and conference room technology.

• 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.

Basic Qualifications

• Bachelor’s degree in IT, Computer Science, or a 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.

• Language Skills: Fluent in both English and Japanese, with the ability to communicate effectively with users, stakeholders, and vendors in a bilingual business environment.

• Soft Skills: Excellent communication, leadership, and problem-solving abilities; ability to thrive in a fast-paced, high-compliance environment.

• 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.

• Exceptional communication and interpersonal skills, approaching every interaction with a hospitality-first mindset.

• Ability to effectively manage multiple priorities while leading a team in a fast-paced environment.

Preferred Qualifications

• Experience in financial services or other regulated industries.

• Familiarity with the ServiceNow ticketing system.

• Ability to manage multiple priorities across geographically dispersed teams.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other characteristic protected by law.