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Role Overview

The Associate Director, Team Member Technology Experience, leads and influences cross-functional groups. This role ensures seamless operations, excellent user experiences, and ongoing infrastructure improvements. The role involves strategic planning and hands-on support across networking, computing devices, and AV conferencing to enhance efficiency, security, and collaboration.

Based in New York, this high-visibility position provides hands-on technology support to the CEO and senior executives. Responsibilities include white-glove support, identifying evolving technology needs, coordinating changes, and supporting AV, networking upgrades, and desktop services for a hybrid workforce.

Key Responsibilities

• Partner with infrastructure leadership to co-lead initiatives and troubleshoot issues across devices, networking, AV, and collaboration platforms (e.g., Microsoft 365, Zoom, Slack).
• Deliver responsive, discreet white-glove support for C-level executives, ensuring seamless in-office and hybrid experiences.
• Monitor infrastructure performance and lead improvements in efficiency, security, and user satisfaction.
• Coordinate with IT, business units, and vendors to implement solutions aligned with strategic goals; manage vendor relationships and SLAs.
• Lead change initiatives, including stakeholder engagement, readiness planning, adoption strategies, and user communications.
• Provide Level 2/3 support both onsite and remotely; act as an escalation point for executive and high-priority incidents, including after hours.
• Oversee the reliability and performance of conference room technologies; provide onsite AV support and ensure meeting readiness.
• Support endpoint deployment, configuration, maintenance, and performance optimization.
• Contribute to the development of tools, workflows, and documentation that enhance end-user experience and support processes.

General Skills

• Bachelor’s degree or equivalent experience with 6-8 years in technical support and infrastructure leadership.
• Expertise in networking, AV systems, Microsoft 365, MacOS, Windows, Citrix, Zoom, Slack, and mobile platforms.
• Extensive experience with AV systems, including Microsoft Teams Rooms, AV switching, display configurations, and Teams Room administration. Skilled in using Microsoft Call Quality Dashboard (CQD) and troubleshooting Microsoft Teams call and meeting issues.
• Proven ability to deliver high-quality, executive-level support with discretion, urgency, and professionalism.
• Strong communicator, able to clearly explain technical concepts to both technical and non-technical audiences.
• Experienced in project delivery, technology rollouts, user adoption, and vendor management.
• Effective team leader with experience in mentoring, performance management, and aligning team capabilities to business needs.
• Proactive problem solver with a growth mindset, comfortable managing ambiguity and change.
• Balances hands-on support with long-term strategic planning; helps define and optimize workflows and tools while championing the culture at OneMain Financial.

Technology Required

• Networking: LAN, WAN, VPN, Firewalls
• Devices: Desktops, Laptops, Mobile Devices
• OS: Windows, MacOS
• AV Conferencing: Microsoft Teams Rooms, Zoom, Webex, In-room Equipment
• Collaboration Tools: Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Zoom, Slack

Day-to-Day Responsibilities

• Lead and support team members and cross-functional groups in daily operations, issue resolution, and the implementation of infrastructure initiatives and technology solutions.
• Provide guidance, remove blockers, and manage priorities.
• Deliver feedback, coach team members, and support professional growth.
• Communicate clearly across technical and non-technical audiences.
• Remain calm and effective in unfamiliar or high-pressure situations.
• Encourage accountability, track progress, and promote continuous improvement.

Target Salary range $129K-175K

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with: 

• Health and wellbeing options for team members and their dependents

• Up to 4% matching 401(k)

• Employee Stock Purchase Plan (10% share discount)

• Tuition reimbursement

• Continuing education

• Bonus eligible

• Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date)

• Paid holidays (7 days per year, based on start date)

• Paid volunteer time (3 days per year, prorated based on start date)

• And more