Complex Technology Lead

About The Role

At Equitable, we help clients secure their financial well-being so they can pursue long and fulfilling lives- a mission we’ve honed since 1859.

Equitable Advisors is committed to making a difference in the lives of clients. Across the U.S., 4,500 financial professionals operating under the Equitable Advisors brand engage with individual clients to build relationships focused on helping individuals achieve meaningful financial wellness. In total, Equitable Advisors serves 2.4 million clients nationwide.

We are seeking a warm, high-energy Complex Technology Lead to be the friendly face of technology help desk support and client service for our Equitable Branch Managers, employees, and Financial Professionals! In this role, you’ll be the go-to person who keeps our teams connected, confident, and running smoothly - owning the technology experience across our branch locations all while building genuine, positive relationships with everyone you support.

You’ll work closely with our Complex Technology Manager, partnering together to deliver seamless technology support across the Mid-Atlantic region covering New Jersey, Pennsylvania, Maryland and the DC Metro area. It’s a close-knit, energetic community where great ideas and great people thrive together.

This position offers a hybrid work schedule
, with an on-site presence of 2-3 days per week combining flexibility with team collaboration and ability to travel between branches within the market. The role can be located in any of the following office/branch locations:
Woodbridge, NJ;
Columbia, MD or Falls Church, VA.

• Own ticket intake, triage, and escalation, keeping people informed and reassured every step of the way
• Follow up ticket escalations as needed
• Bring a client-service mindset to every interaction, ensuring tickets and requests are met with patience, positivity, and a solutions-first attitude
• Partner with the Digital Specialist to deliver engaging, easy-to-follow technology training as needed
• Act as a trusted pilot/resource for the HQ technology
• Assist with branch technology needs, including conferencing tools and AV needs, to keep meetings running seamlessly
• Oversee Ring Central, place tickets for moves/changes and porting
• Manage escalation of branch network issues with urgency and care
• Oversee Lexmark scanners/printers, keeping devices ready to go
• Oversee security systems, keypads, and access cards, helping keep our offices safe and welcoming
• Works closely with the Complex Team to support financial professionals, employees, and leadership across the complex

The base salary range for this position is $75,000 - $85,000
. Actual base salaries vary based on skills, experience, and geographical location. In addition to base pay, Equitable provides compensation to reward performance with base salary increases, spot bonuses, and short-term incentive compensation opportunities. Eligibility for these programs depends on level and functional area of responsibility.

Equitable Pay and Benefits
:
Equitable Total Rewards Program

What You Will Bring

• Bachelor’s degree or equivalent work experience
• 3+ years of technology, help desk, or related client-service experience
• Professional Project Management experience with proven ability to oversee projects to completion

• Knowledge of placing service tickets.
• Knowledge/usage of Ring Central, Office 365, and various peripherals (printers, etc.)
• Customer-service mentality - patient, personable, and committed to creating a great experience for everyone you support
• Highly organized, great follow-up skills, ability to juggle multiple requests while keeping every detail on track
• A warm, naturally collaborative communicator with exceptional interpersonal…