Specialist, Executive Technical Support

Role overview

This position supports Scotiabank’s Executive Digital Experience team by delivering high-quality technical and business application assistance to the Board of Directors, the Global Senior Vice President level and above community, and their support teams. The role also drives specialized initiatives, projects, and ongoing improvements to keep pace with fast-moving and often complex executive support needs.

Key responsibilities

The specialist will provide daily white-glove technical support to roughly 380 senior leaders worldwide, covering service desk assistance, board technology services, education and training, process design and rollout, internal communications, reporting, issue remediation, project coordination, and audio-visual / meeting room support.

This role owns issues from initial diagnosis through root cause analysis and resolution, often working under pressure and with minimal supervision. It also includes connecting and supporting executive meeting-room AV technology to help ensure smooth and reliable meeting experiences.

When critical incidents affect availability and have broad bank and executive impact, the role may escalate matters to senior management and coordinate with second- and third-level support teams to secure fast, effective resolution.

The incumbent builds trusted relationships with executive users to understand recurring pain points and day-to-day challenges, then addresses them through training, technology adoption, or process improvements.

As a subject matter expert, the specialist identifies practical solutions to complex support requests while following internal security standards and procedures. The role also provides technical leadership in evaluating cost-effective technology options, introducing new support procedures, and strengthening collaboration with senior support teams across service availability, incident handling, event management, request fulfillment, problem management, and change management.

Another major part of the job is maintaining a consistently high service level for executive customers, often against aggressive service-level expectations of 30 minutes or less. The role contributes to executive communications, recommends automation and process efficiencies, coordinates vendors for operational support, and works with global IT groups to improve cooperation and user experience across countries and business units.

In addition, the specialist manages IT rollouts and risk-remediation projects, and is expected to incorporate the bank’s risk appetite, risk culture, and control obligations into daily decisions and activities. The role also supports a high-performance team environment by promoting inclusion, coaching, succession planning, talent development, and strong operational controls aligned with operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk requirements.

Requirements

• An undergraduate degree in computer science or an equivalent technical background.
• Strong, polished written and verbal communication skills, with the ability to work effectively with both technical and non-technical stakeholders.
• Deep knowledge of end-user computing on Windows and iOS, along with at least 2 years of experience delivering high-touch, in-person or remote IT support and training to senior executives.
• At least 5 years of hands-on experience supporting Microsoft 365, Microsoft Exchange, Windows 10, Active Directory, and domain-based environments.
• 2 or more years of experience planning, coordinating, and delivering IT projects such as application launches and upgrades.
• At least 1 year of practical experience supporting AV systems or modern meeting-room technology.
• Working knowledge of support tools such as WorkSpaceOne, ServiceNow, and MS Power BI, plus familiarity with LAN/WAN environments.
• Experience across multiple computing platforms.
• Knowledge of networking and communications fundamentals.
• Ability to handle hardware and operating system setup, as well as application performance and tuning.
• Strong analytical, troubleshooting, and problem-solving capability, including the ability to lead root-cause analysis and implement solutions with limited supervision.

What the role offers

The company highlights an inclusive environment that values diversity, equity, inclusion, and allyship, along with accessibility and workplace accommodations. Learning and development are supported through online courses, cross-functional growth opportunities, and tuition assistance.

Rewards include bonus eligibility, flexible vacation, personal days, sick days, and benefits starting on day one. The role also comes with community engagement opportunities through programs and activities designed to build connection and belonging.

Additional information

Requisition ID: 239972. Location: Toronto, Ontario, Canada.

This is a full-time role based in Canada, Ontario, Toronto, with remote work indicated. Applicants who need accommodation during recruitment and selection can request support, including accessible interview arrangements, alternate-format documents, ASL interpretation, or assistive technology.

Candidates are required to apply directly online to be considered. Only shortlisted candidates will be contacted.

About the employer: Scotiabank is a major bank in the Americas, serving customers through personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.