Technical Support Manager

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 NowExecutive & Site Lead Technical Support ManagerThis role is based in our Windsor, CT or New York, NY office and follows an Office Centric approach requiring 5 days onsite each week.Get to Know the Opportunity:The Executive & Site Lead Technical Support Manager is responsible for leading the Executive Tech Services (ETS) site leadership team and maintaining overall accountability for the delivery of 24/7 white-glove, concierge-level IT support to executives and staff across a fast-paced financial services environment.This role oversees executive services leadership and day-to-day site operations, ensuring a consistent, premium support experience across all locations. The successful candidate will drive service excellence through strong leadership, operational discipline, stakeholder engagement, and continuous improvement while fostering a high-touch, service-first culture.The Contributions You’ll Make:Lead, mentor, and develop site leads across supported locations, providing coaching, direction, and performance management.Own the strategy and end-to-end delivery of 24/7 white-glove executive support services across the enterprise.Define, measure, and report on service metrics, KPIs, SLAs, and performance outcomes to drive accountability and continuous improvement.Establish and maintain consistent executive support standards, quality benchmarks, and service expectations across locations and vendor partners.Serve as the senior escalation point for complex, sensitive, and high-visibility executive support issues.Oversee vendor-managed support teams and hold managed service partners accountable to service, staffing, and performance expectations.Partner with business leaders and senior stakeholders to align support operations with organizational priorities.Build trusted relationships with executives and executive assistants by proactively identifying and addressing technology needs.Lead workforce planning, scheduling, and capacity management to ensure uninterrupted support coverage.Oversee incident, problem, change, and release management processes for executive-facing services.Direct IT asset lifecycle management activities, including procurement, inventory management, deployment, and disposition.Promote a culture of service excellence, accountability, compliance, documentation quality, and adherence to security standards.Minimum Knowledge & Experience:Bachelor's degree required.Proven experience leading executive-support, site operations, or end-user services teams within a high-touch executive environment.Demonstrated success managing 24/7 white-glove service delivery and enhancing the executive technology experience.Experience developing, managing, and reporting on service performance metrics, KPIs, and SLAs.Direct people leadership experience, including coaching, performance management, and employee development.Strong vendor management experience with a demonstrated ability to hold managed-service partners accountable for results.Exceptional communication, executive presence, stakeholder management, and problem-solving skills.Proficiency supporting Microsoft Windows 11, Virtual Desktop Infrastructure (VDI), Microsoft 365, and workstation imaging solutions.Strong knowledge of ITIL practices, including Incident, Problem, Change, and Release Management.Experience with IT Asset Management (ITAM) tools and processes.8–10+ years of relevant IT leadership and support experience.Preferred Knowledge & Experience:Industry certifications such as Microsoft, ITIL, CompTIA, or other service management and leadership-related certifications.Experience with workforce planning, capacity management, scheduling, performance management, and business relationship management.Prior experience supporting C-suite executives within financial services or similarly regulated, fast-paced industries.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 USDBe 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 OfferHealth, dental, vision and life insurance plans401(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/yearPaid 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 yearLearn more about Voya benefits (download PDF)Critical SkillsAt 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 SkillsEqual Employment OpportunityVoya 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 AccommodationsVoya 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 referenceresources for applicants with disabilities.Misuse of Voya's name in fraud schemesSummaryLocation: Hartford, CT; New York, NYType: Full time