Executive & Site Lead Technical Support Manager

The Executive & Site Lead Technical Support Manager is responsible for leading the Executive Tech Services (ETS) site leadership team and maintaining overall accountability for the delivery of 24/7 white-glove, concierge-level IT support to executives and staff across a fast-paced financial services environment. This role oversees executive services leadership and day-to-day site operations, ensuring a consistent, premium support experience across all locations. The successful candidate will drive service excellence through strong leadership, operational discipline, stakeholder engagement, and continuous improvement while fostering a high-touch, service-first culture.

Responsibilities

Lead, mentor, and develop site leads across supported locations, providing coaching, direction, and performance management.;Own the strategy and end-to-end delivery of 24/7 white-glove executive support services across the enterprise.;Define, measure, and report on service metrics, KPIs, SLAs, and performance outcomes to drive accountability and continuous improvement.;Establish and maintain consistent executive support standards, quality benchmarks, and service expectations across locations and vendor partners.;Serve as the senior escalation point for complex, sensitive, and high-visibility executive support issues.;Oversee vendor-managed support teams and hold managed service partners accountable to service, staffing, and performance expectations.;Partner with business leaders and senior stakeholders to align support operations with organizational priorities.;Build trusted relationships with executives and executive assistants by proactively identifying and addressing technology needs.;Lead workforce planning, scheduling, and capacity management to ensure uninterrupted support coverage.;Oversee incident, problem, change, and release management processes for executive-facing services.;Direct IT asset lifecycle management activities, including procurement, inventory management, deployment, and disposition.;Promote a culture of service excellence, accountability, compliance, documentation quality, and adherence to security standards.

Requirements

Bachelor's degree required.;Proven experience leading executive-support, site operations, or end-user services teams within a high-touch executive environment.;Demonstrated success managing 24/7 white-glove service delivery and enhancing the executive technology experience.;Experience developing, managing, and reporting on service performance metrics, KPIs, and SLAs.;Direct people leadership experience, including coaching, performance management, and employee development.;Strong vendor management experience with a demonstrated ability to hold managed-service partners accountable for results.;Exceptional communication, executive presence, stakeholder management, and problem-solving skills.;Proficiency supporting Microsoft Windows 11, Virtual Desktop Infrastructure (VDI), Microsoft 365, and workstation imaging solutions.;Strong knowledge of ITIL practices, including Incident, Problem, Change, and Release Management.;Experience with IT Asset Management (ITAM) tools and processes.;8–10+ years of relevant IT leadership and support experience.

Nice to have

Industry certifications such as Microsoft, ITIL, CompTIA, or other service management and leadership-related certifications.;Experience with workforce planning, capacity management, scheduling, performance management, and business relationship management.;Prior experience supporting C-suite executives within financial services or similarly regulated, fast-paced industries.

Benefits

Incentive opportunities (annual cash incentives, sales incentives, and/or long-term incentives);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