Executive IT support Lead

 SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

 

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

 

The anticipated salary range for this role is between $153,000.00 and $168,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

SMBC is currently undertaking a comprehensive digital transformation throughout its Americas Division to modernize technology infrastructure and services. The mission of the Technology Operations team, within Infrastructure Technology, is to enable stakeholders to collaborate effectively, foster innovation, and accelerate processes. Enterprise Technology is evolving significantly by adopting updated workflows, implementing advanced cloud tools and architecture, increasing automation, and delivering actionable data insights.

 

As the Executive IT Support  Lead for the Americas Division, you will play a critical leadership role within the Technology Operations team. Your responsibilities will include shaping and enhancing Technology Operations support, driving continuous improvement in the end-user experience for SMBC employees, resolving complex technical challenges, mentoring site leads, and supporting technology modernization initiatives. This position presents a unique opportunity to make a meaningful contribution to SMBC’s ongoing digital transformation efforts.

Role Objectives / Responsibilities

Executive Support Delivery
•    Provide premium, desk-side and remote IT support for executives ensuring issues are resolved with accuracy and professionalism
•    Become an executive technology subject matter expert to anticipate future executive technology needs and proactively prevent disruptions
•    Support high profile meetings and conferences along with our dedicated AV support technician 
•    Serve as a face of IT for Executives, combining responsiveness and precision to build trust Leadership and Mentorship
•    Serve as the escalation point for complex issues, taking ownership from issue escalation intake to complete resolution.
•    Mentor and develop junior staff, instilling best practices in troubleshooting, resolution documentation and customer service.
•    Lead by example in communication style, professionalism and relationship management
•    Partner with internal technology teams to coordinate escalations and ensure executive issues are resolve

Continuous Improvement

•    Lead smaller initiatives to refine support processes and raise service standards
•    Introduce improvements to the overall executive service process that can be applied to standard service management
•    Stay current on all new technologies to get ahead of possible issues during implementation

 

Technologies

•    ServiceNow
•    Asset Management
•    SCCM
•    Cisco Webex / MS Teams / VTC Support
•    Windows 10 / 11 Support
•    Citrix / Virtual Environments
•    Apple iPhone/iPad
•    Automation / Scripting - PowerShell
•    Previous Banking / Trading Type experience

Qualifications and Skills

•    8-10+ years of experience in an end-user support role.
•    Relevant Certification / Education that demonstrates understanding of core concepts.
•    Microsoft Active Directory (User, group, and computer management)
•    Microsoft Windows Desktop Operating