Executive & Site Lead Technical Support Manager

Job description

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Executive & Site Lead Technical Support Manager Team: Executive Tech Services (ETS) Location: Onsite – 5 Days/Week | Windsor, CT or New York, NY Position Summary The Executive Tech Services (ETS) Manager will manage the site leadership team , holding overall accountability for the delivery of 24/7 white-glove, high-touch IT support to executives and staff across a fast-paced financial services environment. This role directs and develops a team of site leads, setting the standard for concierge-level executive service and ensuring a consistent, premium experience at every location. This position owns executive services leadership and the day-to-day oversight of site leadership , driving performance against defined service metrics and KPIs , championing a white-glove, service-first culture , and building enduring relationships with senior business stakeholders. Success in this role requires proven leadership of a comparable executive-support or end-user services team , deep technical fluency, and a relentless focus on service quality, accountability, and the executive experience. Key Responsibilities Lead, mentor, and develop the team of site leads across all supported locations, providing direction, coaching, and performance management to a high-performing service organization. Own the strategy and end-to-end delivery of 24/7 white-glove, concierge-level support for executives, setting the standard for a premium, high-touch experience across the enterprise. Define, track, and report on service performance metrics, KPIs, and SLAs, using data to drive continuous improvement and hold site leadership accountable to executive-experience standards. Establish and enforce white-glove service standards, quality benchmarks, and executive-experience expectations across all site teams and vendor partners. Serve as the senior escalation point for the most complex, sensitive, or high-visibility executive support issues, ensuring swift, discreet, and precise resolution. Provide leadership oversight of vendor-managed site teams, holding managed-service partners accountable to service standards, staffing levels, and resolution targets. Partner with senior leadership and business stakeholders to align support operations with organizational priorities and reinforce a service-first culture. Build and maintain trusted-advisor relationships with executives and their support staff, anticipating technology needs and proactively removing friction from the executive experience. Own workforce planning, scheduling, and capacity management to guarantee uninterrupted 24/7 coverage for executive support. Oversee incident, problem, change, and release management for executive-impacting services, ensuring minimal disruption, timely resolution, and clear communication. Direct IT asset lifecycle management across sites, including procurement, inventory, and disposal, in alignment with budget and compliance requirements. Drive a culture of service excellence, accountability, and continuous improvement across the site leadership team, ensuring compliance with IT policies, documentation standards, and security protocols. Required Qualifications Proven experience leading a similar executive-support, site operations, or end-user services team in a high-touch, executive environment. Demonstrated success owning 24/7 white-glove service delivery and measurably elevating the executive experience. Strong track record defining and managing service performance metrics, KPIs, and SLAs to drive measurable results. Direct people-leadership experience, including coaching, performance management, and development of technical staff and/or team leads. Excellent vendor management and coordination skills, with experience holding managed-service partners accountable to service standards. Exceptional communication, executive presence, stakeholder engagement, and problem-solving skills. Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging. Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management. Experience with IT Asset Management (ITAM) tools and practices. Bachelor’s degree or 8–10+ years of relevant IT and leadership experience. Preferred Skills & Certifications Industry certifications (e.g., Microsoft, ITIL, CompTIA), with people-leadership or service-management credentials a plus. Experience with performance management, capacity planning, workforce scheduling, and business relationship management. Background supporting C-suite or senior executives in financial services or a comparable regulated, fast-paced industry. Compensation Pay Disclosure: Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $114,480 - $170,070 USD Be Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well. What We Offer Health, dental, vision and life insurance plans 401(k) Savings plan – with generous company matching contributions (up to 6%) Voya Retirement Plan – employer paid cash balance retirement plan (4%) Tuition reimbursement up to $5,250/year Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. Paid volunteer time — 40 hours per calendar year Learn more about Voya benefits (download PDF) Critical Skills At Voya, we have identified the following critical skills which are key to success in our culture: Customer Focused : Passionate drive to delight our customers and offer unique solutions that deliver on their expectations. Critical Thinking : Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution. Team Mentality : Partnering effectively to drive our culture and execute on our common goals. Business Acumen : Appreciation and understanding of the financial services industry in order to make sound business decisions. Learning Agility : Openness to new ways of thinking and acquiring new skills to retain a competitive advantage. Learn more about Critical Skills Equal Employment Opportunity Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities . Misuse of Voya's name in fraud schemes