IT Client Service Lead

Job Family IT - General

About Us

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

Who We Are

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.

Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

What We Do

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.

Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit transamerica.com .

Job Description Summary

The Executive/VIP Support position provides personalized, white-glove technology support and technical oversight to the Aegon/Transamerica Leadership Team, Management Board, C-level Executives, and the Executive Support staff - including Chiefs of Staff and Executive Assistants.

This role combines hands-on technical expertise with executive relationship management skills to provide high quality technology services. The individual serves as a trusted technology partner and primary point of contact for executive technology issues, ensuring timely resolution, proactive support, and minimal disruption to critical business activities.

This position requires an on-site, in-office presence to provide direct support to executives and ensure technology readiness and for executive sessions, board meetings, and business events. There will also be occasional off-site events for sales events and meetings at hotel conference centers.

Job Description

Responsibilities

• Executive Technology Support
  • Provide responsive and personalized technical support to executive leadership, board members, and executive support teams.
  • Serve as a primary point of contact for executive technology issues and escalations, maintaining ownership through resolution and follow-up.
  • Efficiently diagnose and resolve hardware, software, connectivity, mobile-device, and collaboration-platform issues.
  • Support Windows and Mac computers, smartphones, tablets, printers, and Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
  • Configure and troubleshoot multifactor authentication, secure remote access, wireless connectivity, and mobile-device management tools.
  • Coordinate executive onboarding, device deployments, equipment upgrades, office moves, and technology preparation for business travel.
  • Anticipate executive technology needs and address potential issues before they affect business operations.
• Executive Meetings and Business Events
  • Provide direct, on-site technology support for board meetings, executive gatherings, town halls, and other critical business events.
  • Prepare, test, and troubleshoot Microsoft Teams conference rooms, audiovisual equipment, presentation tools, and video-conferencing platforms before meetings and events.
  • Coordinate with executive support staff, event organizers, internal technology teams, and external vendors to confirm requirements and establish appropriate support coverage and contingency plans.
  • Maintain a visible technology support presence during critical meetings and events, resolving issues promptly and professionally.
• Service Leadership and Continuous Improvement
  • Act as an Enterprise Technology liaison to executive leadership and support teams, building trusted relationships and providing frictionless service.
  • Develop, maintain, and improve executive support processes, procedures, documentation, and escalation practices.
  • Partner with Enterprise Technology service owners, regional infrastructure leaders, cybersecurity, application teams, and external vendors to resolve complex incidents and recurring service issues.
  • Identify service trends and recommend improvements to technology, support delivery, and the executive user experience.
  • Communicate executive feedback and opportunities for service improvement to ET leaders and teams.
• Security and Operational Accountability
  • Exercise sound judgment and maintain strict confidentiality when handling sensitive executive, customer, employee, financial, and corporate information.
  • Follow applicable information-security controls, regulatory requirements, and incident, problem, and change-management procedures.
  • Help maintain accurate support records, knowledge articles, and executive technology documentation.
  • Collaborate across global teams to provide coordinated and consistent executive support.

Qualifications

• Bachelor’s degree in information technology, computer science, business management, or a related field, or equivalent work experience.
• Five or more years of experience delivering technology services or providing end-user technical support in a large corporate environment.
• Demonstrated experience directly supporting senior executives, board members, or other high-profile users.
• Working knowledge of identity and access management, multifactor authentication, endpoint security, encryption, and mobile-device management.
• Excellent verbal and written communication skills, including the ability to explain technical issues clearly to nontechnical audiences.
• Strong interpersonal, conflict-resolution, problem-solving, and negotiation skills.
• Ability to influence and coordinate technical and business colleagues without direct reporting authority.
• Demonstrated discretion, professionalism, and composure during urgent or highly visible situations.

• Experience collaborating with global teams and a strong commitment to customer satisfaction.

Preferred Qualifications

• Experience supporting executive boardrooms, large corporate events, and broadcast or recorded media activities.
• Experience supporting both physical (laptop) and virtual desktop environments.
• Knowledge of ITIL service-management practices.

Working Conditions

• Required on-site, in-office presence to support executives, executive support staff, meetings, and business events.
• Flexibility to adjust working hours to accommodate executive schedules, global time zones, and critical business activities.
• Occasional evening and weekend for executive needs, scheduled events, and critical technology incidents.
• Limited travel to other corporate offices or event locations as business needs require.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

Compensation:

The Salary for this position generally ranges between $96,000 - $110,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This is an in office position requiring three to five days in office per week in our New York City location. Relocation assistance will not be provided for this position.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

• Competitive Pay

• Bonus for Eligible Employees

Benefits Package

• Pension Plan

• 401k Match

• Employee Stock Purchase Plan

• Tuition Reimbursement

• Disability Insurance

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Employee Discounts

• Career Training & Development Opportunities

Health and Work/Life Balance Benefits

• Paid Time Off starting at 160 hours annually for employees in their first year of service.

• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).

• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars

• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.

• Adoption Assistance

• Employee Assistance Program

• Back-Up Care Program

• PTO for Volunteer Hours

• Employee Matching Gifts Program

• Employee Resource Groups

• Inclusion and Diversity Programs

• Employee Recognition Program

• Referral Bonus Programs

Inclusion & Diversity

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

Giving Back

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

Transamerica’s Parent Company

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.

* As of December 31, 2023