Desktop Services Manager Jobs in Springfield, MA

Together we fight for everyone's opportunity for a better financial future.

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.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

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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.

The Contributions You'll Make:

• 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.

Minimum Knowledge & Experience:

• 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.

Preferred Knowledge and Experience:

• Industry certifications (e.g., Microsoft, ITIL, CompTIA).

• Familiarity with performance management, capacity planning, and business relationship management.

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Compensation Pay Disclosure:

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

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• 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

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• 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 order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides 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.