Executive IT support Lead

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.

This is an onsite position, 5 days per week, in the New York City office location.

• 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

• 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 resolved.
• 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.

• Microsoft Active Directory (user, group, and computer management)
• Microsoft Windows Desktop Operating Systems – Windows registry, Group Policy, file/folder security concepts (NTFS/share permissions, etc.)
• Microsoft Office/SharePoint/Teams/One Drive
• Microsoft SCCM
• Citrix Workspace/Xen Desktop Virtual Desktop Environments
• Core networking concepts (DNS, DHCP, etc.)
• Excellent customer service skills.
• Excellent verbal and written communication skills.

• 8‑10+ years of experience in an end‑user support role.
• Relevant certification or education that demonstrates understanding of core concepts.
• Microsoft Active Directory (user, group, and computer management)
• Microsoft Windows Desktop Operating Systems – Windows registry, Group Policy, file/folder security concepts (NTFS/share permissions, etc.)
• Microsoft Office/SharePoint/Teams/One Drive
• Microsoft SCCM
• Citrix Workspace/Xen Desktop Virtual Desktop Environments
• Core networking concepts (DNS, DHCP, etc.)
• Excellent customer service skills.
• Excellent verbal and written communication skills.

• 2‑3 years of experience in a leadership role.

SMBC’s employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA‑registered roles for which in‑office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at