Site & Executive Support Lead - End User Services

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.

The Executive Technical Support Consultant will serve as the Site Lead within our Onsite Tech Services (OTS) team. This role is responsible for delivering and coordinating 24/7 white‑glove, high‑touch IT support to EC and ELT executives and staff in a fast‑paced financial services environment. This position provides hands‑on technical oversight of vendor‑managed site teams, partners closely with managers to drive a service‑first delivery strategy and builds strong relationships with business stakeholders.

Success in this role requires deep technical expertise, excellent communication skills, and a proven ability to support senior executives in dynamic, high‑touch environments.

This position is available in the following onsite office locations:

• Windsor, CT — Onsite, 5 days per week
• Boston, MA — Onsite, 5 days per week
• Atlanta, GA — Onsite, 5 days per week
• San Diego, CA — Onsite, 5 days per week

Remote or hybrid work arrangements are not available for this role.

Candidates must reside within commuting distance of one of the listed offices and be able to work onsite Monday through Friday.

• 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.

• 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 Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging.
• Ability to operate independently and make decisions in dynamic, fast‑paced environments.
• Strong knowledge of ITIL processes:
  Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) tools and practices.
• Bachelor’s degree or 5–8 years of relevant IT experience.

• Industry certifications (e.g., Microsoft, ITIL, CompTIA).
• Familiarity with performance management, capacity planning, and business relationship management.

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