Executive & Site Lead Technical Support Manager

Voya Financial • Hartford, CT

18d • Onsite

About The Position

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 – 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.

Requirements

• 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.

Nice To Haves

• 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.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive