End User Services Automation Engineer

About the role

The Executive Technical Support Consultant serves 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.

Responsibilities

• 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.
• Cover 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.

Requirements

• 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.
• Able 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.

Qualifications

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

Skills

• Customer Focused
• Critical Thinking
• Team Mentality
• Business Acumen
• Learning Agility

Benefits

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.

Pay

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

Voya provides health, dental, vision and life insurance plans, a 401(k) Savings plan with generous company matching contributions (up to 6%), a Voya Retirement Plan with an 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), and more. Learn More About Voya Benefits (download PDF).

Critical Skills

• Customer Focused
• Critical Thinking
• Team Mentality
• Business Acumen
• Learning Agility

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.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.