Chief Technical Support Analyst End-User IT

On-Site

Job number

36519

Category

Senior Professional

Status: Permanent

Schedule: Full-Time

02-Nov-2026

Area(s) of interest: Information technology

Location(s): Toronto

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.

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 rapid‑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 transparent updates, and navigate gray ar

📌 Chief Technical Support Analyst End-User IT (Toronto)
🏢 BNC
📍 Toronto