Site & Executive Support Lead - End User Services

Work Location Requirement

This position is available in the following onsite office locations:

• Windsor, CT — 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.

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

Annual base salary range: $100,070 – $157,470 USD. In addition to base salary, Voya offers incentive opportunities (annual cash incentives, sales incentives, and/or long‑term incentives) based on the role to reward the achievement of annual performance objectives.

• 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 per 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

• 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…