Support Team Lead

About Eleven Recruiting

We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for best pay, diversity in tech, and best job-fit for every candidate we place.

Our client, a global investment firm, is seeking a Support Team Lead to join their team in New York, NY!

The ideal candidate will join a global team supporting all offices, with a focus on our New York headquarters, the C-suite, and other U.S. offices. You will lead daily operations, handle escalations, and support bankers on live transactions, where speed and judgment matter. You will work closely with the global Support, Infrastructure, Network & Security, and Platform Engineering teams.

Responsibilities

Leadership

• Lead day-to-day Support operations. Set priorities and coordinate work across the global team.
• Coach and mentor team members.
• Act as the escalation point for complex issues. Work with Infrastructure, Network & Security, and Platform Engineering to resolve them.
• Serve as the liaison between Support, IT leadership, and global offices.
• Lead support projects and represent Support on technology rollouts.
• Oversee ticketing and service levels. Analyze trends to find root causes and improve service.
• Write and maintain processes and knowledge base articles. Make sure the team follows them.

Hands-on Support

• Provide white-glove Level 1 and Level 2 support worldwide.
• Build, deploy, and maintain laptops, desktops, and Intune-managed mobile devices. Support Microsoft 365 and Windows 365.
• Coordinate moves, adds, and changes. Manage and audit hardware and software inventory.
• Support conference rooms, video conferencing, and VoIP, including high-profile meetings.
• Train users and give technical guidance.
• Manage and participate in the on-call rotation, including occasional after-hours and weekend support.

Qualifications

• 8+ years in IT support, including 2+ in a lead or senior role.
• Proven ability to lead and mentor a team in a fast-paced setting.
• Experience providing white-glove support to C-suite and senior executives.
• Strong knowledge of Windows, Microsoft 365, hybrid Active Directory (on-premises and Entra ID), Intune, and Windows Autopilot.
• Experience with software deployment and patch management.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) and network security.
• Working knowledge of PowerShell and a passion for automation.
• Experience supporting AI platforms such as Claude and Microsoft Copilot from an end-user view.
• Sound judgment under pressure and a root-cause mindset.
• Clear communicator at all levels, with a sense of urgency and a client-focused manner.
• Bachelor's degree preferred. Financial services experience strongly preferred.

Nice To Have

• Investment bank or advisory firm experience.
• Experience using AI tools to build workflows and automate processes.
• ITIL certification or strong familiarity with incident and problem management.

Salary: $135,000 - $180,000

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