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Site & Executive Support Lead - End User Services

Voya Financial

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Location:
United States , Windsor ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

100070.00 - 157470.00 USD / Year
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Job Description:

The Executive Technical Support Consultant will serve as the Site Lead within our Onsite Tech Services (OTS) team. This role is responsible for delivering and coordinating 24/7 white-glove, high-touch IT support to EC and ELT executives and staff in a fast-paced financial services environment. This position provides hands-on technical oversight of vendor-managed site teams, partners closely with managers to drive a service-first delivery strategy and builds strong relationships with business stakeholders. Success in this role requires deep technical expertise, excellent communication skills, and a proven ability to support senior executives in dynamic, high-touch environments.

Job Responsibility:

  • Serve as the primary technical lead for on-site end user services, ensuring consistent, high-quality support across all service areas
  • Deliver and coordinate 24/7 white-glove support for EC and ELT members, resolving issues with discretion, speed, and precision
  • Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems
  • Act as the escalation point for complex or sensitive support issues involving executive stakeholders
  • Provide hands-on technical oversight of vendor-managed site teams, ensuring adherence to service standards and rapid issue resolution
  • Partner with managers to align support operations with business needs and reinforce a service-first culture
  • Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for executive technology needs
  • Promote a culture of service excellence, accountability, and continuous improvement across the site
  • Maintain and update tickets in alignment with SLA and KPI targets
  • Manage IT asset lifecycle including procurement, inventory, and disposal
  • Oversee incident response and root cause analysis for executive-impacting issues, ensuring timely resolution and communication
  • Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations
  • Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities

Requirements:

  • Extensive experience in IT service delivery, site operations, or technical end user support, with a focus on executive environments
  • Demonstrated success in supporting executive-level users with high-touch, responsive, and 24/7 service
  • Strong technical oversight and vendor coordination capabilities
  • Exceptional communication, problem-solving, and stakeholder engagement skills
  • Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging
  • Ability to operate independently and make decisions in dynamic, fast-paced environments
  • Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management
  • Experience with IT Asset Management (ITAM) tools and practices
  • Bachelor’s degree or 5–8 years of relevant IT experience

Nice to have:

  • Industry certifications (e.g., Microsoft, ITIL, CompTIA)
  • Familiarity with performance management, capacity planning, and business relationship management
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

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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