Executive & Site Lead Technical Support Manager at NAC Voya Services Company — Hartford, CT

# 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.

## Key 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.

## Required Qualifications

• 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.

## Preferred Skills & Certifications

• 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.

Compensation Pay Disclosure:

$114,480 - $170,070 USD

Be Well. Stay Well.

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

Critical Skills

• 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 Skills

Equal Employment Opportunity

Reasonable Accommodations

Misuse of Voya's name in fraud schemes