Site & Executive Support Lead - End User Services at Voya Financial

Hartford, Connecticut, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

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 technologies (inferred from context of Windows-based environments)
Must be in Windsor, CT office 5 days per week
Deep technical expertise in Windows-based environments, desktops, laptops, mobile devices, and AV/conferencing systems

Responsibilities

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

Skills

Key technologies and capabilities for this role

IT SupportExecutive SupportTechnical OversightVendor ManagementService DeliveryStakeholder ManagementCommunication

Questions & Answers

Common questions about this position

Is this a remote position or does it require office presence?

This role requires being in the Windsor, CT office 5 days per week.

What technical skills are required for this role?

The position requires providing Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.

What soft skills are important for success in this position?

Success requires excellent communication skills, deep technical expertise, a proven ability to support senior executives, and building strong relationships with business stakeholders.

What is the company culture like at Voya Financial?

Voya Financial fosters a work environment where differences are understood, valued, and intentionally pursued, with employees owning the culture and promoting a service-first approach.

What makes a strong candidate for this Site & Executive Support Lead role?

A strong candidate will have deep technical expertise in Windows environments and executive support, excellent communication skills, experience overseeing vendor teams, and the ability to build trusted relationships with senior stakeholders in a fast-paced setting.

Voya Financial

Provides financial services and retirement solutions

About Voya Financial

Voya Financial offers a range of financial services, including retirement plans, investment management, and insurance products, to help individuals and businesses achieve financial wellness. Their services cater to individuals seeking retirement planning, employers looking to enhance employee benefits, and institutions needing tailored investment management. Voya stands out from competitors through its commitment to inclusiveness and corporate responsibility, which helps attract clients and talent. The company's goal is to build long-term relationships with clients, ensuring they achieve financial confidence and a fulfilling life.

New York City, New YorkHeadquarters

2014Year Founded

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Rally wellness program

Employee Assistance Program (EAP) and Work Life Services

Behavioral Health Family Support Program

Livongo support for diabetes, hypertension, and weight management

AccessHope cancer support

Wellthy caregiving assistance

Back-up child care and elder care

Health Advocate

ABLE accounts

Legal insurance

Identity theft protection

Voya Foundation Matching Gift Program

Risks

Increased competition from fintech companies may erode Voya's market share.

Operational challenges in integrating OneAmerica's business could affect service quality.

Regulatory scrutiny on fees may impact Voya's pricing strategies and profitability.

Differentiation

Voya's commitment to inclusiveness and corporate responsibility sets it apart in the market.

The acquisition of OneAmerica's retirement plan business expands Voya's client base significantly.

Voya's focus on digital financial planning tools enhances client engagement and satisfaction.

Upsides

Voya's ESG commitment aligns with the growing investor focus on sustainable investing.

The financial wellness market's growth offers significant opportunities for Voya's programs.

AI integration in investment management can enhance Voya's strategies and client outcomes.

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