Transamerica is a financial services company focused on helping individuals and employers prepare for long-term financial needs. Its offerings include life insurance, retirement planning, mutual funds, annuities, employee benefits, and investment management. The company works with individuals, institutions, employers, and financial advisors, providing research-based tools, education, and guidance with particular emphasis on retirement security and evolving financial needs.
Senior IT Client Service Lead - New York City Hybrid
Lead white-glove technology support for Transamerica executives, board members, and leadership teams. Oversee executive meetings, devices, Microsoft 365, security, and continuous service improvement.
Description
- Deliver responsive, personalized technical support to executive leaders, board members, and their support teams
- Own executive technology issues and escalations from initial contact through resolution and follow-up
- Diagnose and resolve hardware, software, connectivity, mobile-device, and collaboration-platform problems
- Support Windows and Mac computers, smartphones, tablets, printers, and Microsoft 365 applications
- Configure and troubleshoot multifactor authentication, secure remote access, wireless connectivity, and mobile-device management tools
- Coordinate executive onboarding, device rollouts, equipment upgrades, office moves, and technology preparation for business travel
- Anticipate executive technology requirements and resolve potential issues before they affect users
- Provide on-site technology support for board meetings, executive gatherings, town halls, and other critical business events
- Prepare, test, and troubleshoot Microsoft Teams rooms, audiovisual systems, presentation tools, and video-conferencing platforms
- Coordinate support requirements, coverage, and contingency plans with executive assistants, event organizers, internal technology teams, and external vendors
- Maintain an active technology-support presence throughout critical meetings and events
- Serve as an Enterprise Technology liaison for executive leaders and their support teams
- Create and refine executive-support processes, procedures, documentation, and escalation practices
- Work with service owners, infrastructure leaders, cybersecurity, application teams, and vendors to resolve complex and recurring issues
- Analyze service trends and recommend improvements to technology, support delivery, and the executive user experience
- Present executive feedback and service-improvement opportunities to Enterprise Technology leadership
- Protect confidential information and follow information-security, regulatory, incident, problem, and change-management procedures
- Keep support records, knowledge articles, and executive technology documentation accurate and current
- Coordinate executive support across global teams
Requirements
- Bachelor’s degree in information technology, computer science, business management, or a related discipline, or equivalent professional experience
- At least five years of experience delivering technology services or end-user technical support in a large corporate setting
- Proven experience supporting senior executives, board members, or other high-profile users directly
- Working knowledge of identity and access management, multifactor authentication, endpoint security, encryption, and mobile-device management
- Strong verbal and written communication skills, with the ability to explain technical matters to nontechnical audiences
- Strong interpersonal, conflict-resolution, problem-solving, and negotiation abilities
- Ability to influence and coordinate technical and business partners without direct supervisory authority
- Proven discretion, professionalism, and composure in urgent or highly visible situations
- Experience working with global teams and a strong customer-service orientation
- Must be authorized to work for any U.S. employer; employment visa sponsorship is unavailable
- Required to work on-site in an office
- Flexibility to adapt working hours to executive schedules, global time zones, and critical business activities
- Availability for occasional evening and weekend work
- Ability to travel to other corporate offices or event locations when needed
- Preferred experience supporting executive boardrooms, large corporate events, and broadcast or recorded media activities
- Preferred experience supporting physical and virtual desktop environments
- Preferred knowledge of ITIL service-management practices
Benefits
- Annual bonus under the Company Bonus Plan and Individual Performance framework
- Pension plan
- 401(k) match
- Employee stock purchase plan
- Tuition reimbursement
- Disability insurance
- Medical insurance
- Dental insurance
- Vision insurance
- Employee discounts
- Career training and development opportunities
- Paid time off beginning at 160 hours annually for first-year employees
- Ten paid holidays each year
- Be Well holistic wellness program with wellness coaching and reward dollars
- Paid parental leave of 15 days per calendar year for eligible employees with at least one year of service
- Adoption assistance
- Employee Assistance Program
- Back-Up Care Program
- Paid time off for volunteer hours
- Employee matching gifts program
- Employee resource groups
- Inclusion and diversity programs
- Employee recognition program
- Referral bonus programs