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 straightforward 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 manag

📌 Chief Technical Support Analyst End-User IT (Toronto)
🏢 National Bank of Canada
📍 Toronto