Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Executive Tech Services (ETS) Manager oversees the site leadership team, ensuring the delivery of 24/7 white-glove, high-touch IT support to executives and staff within a fast-paced financial services environment. This role is responsible for setting service standards, managing performance metrics, and fostering a service-first culture while building strong relationships with senior stakeholders.

Responsibilities

• Lead, mentor, and develop a team of site leads across all locations.
• Own the strategy and delivery of 24/7 white-glove, concierge-level support for executives.
• Define, track, and report on service performance metrics, KPIs, and SLAs.
• Establish and enforce white-glove service standards and quality benchmarks.
• Serve as the senior escalation point for complex or high-visibility executive support issues.
• Provide leadership oversight of vendor-managed site teams.
• Partner with senior leadership to align support operations with organizational priorities.
• Build and maintain trusted-advisor relationships with executives and support staff.
• Manage workforce planning, scheduling, and capacity for 24/7 coverage.
• Oversee incident, problem, change, and release management for executive services.
• Direct IT asset lifecycle management including procurement, inventory, and disposal.
• Drive a culture of service excellence and compliance with IT policies and security protocols.

Requirements

• Proven experience leading executive-support, site operations, or end-user services teams.
• Demonstrated success in 24/7 white-glove service delivery.
• Track record of defining and managing service performance metrics, KPIs, and SLAs.
• Direct people-leadership experience including coaching and performance management.
• Strong vendor management and coordination skills.
• Exceptional communication, executive presence, and stakeholder engagement skills.
• Proficiency in Microsoft Windows 11, Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging.
• Strong knowledge of ITIL processes including 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.

Skills

• Customer Focused
• Critical Thinking
• Team Mentality
• Business Acumen
• Learning Agility
• Vendor Management
• Performance Management
• Capacity Planning
• Workforce Scheduling
• Business Relationship Management

Location

• Windsor, CT
• New York, NY

Work Type

• Onsite
• Full-time

Experience Level

• 8–10+ years of relevant IT and leadership experience

Education Level

• Bachelor’s degree

Salary/Compensations

• $114,480 - $170,070 USD

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan with company matching up to 6%
• Employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• 20 days paid time off
• Nine paid company holidays
• Flexible Diversity Celebration Day
• 40 hours of paid volunteer time per calendar year

About the Company

• Voya Financial is committed to fighting for everyone’s opportunity for a better financial future.
• Voya values a work environment where differences are understood, valued, and intentionally pursued.
• Voya believes in being bold and committed to action.

Equal Opportunity

• Voya Financial is an equal-opportunity employer providing equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.
• Voya is committed to the inclusion of all qualified individuals and provides reasonable accommodations for persons with disabilities.