Corporate Vice President - Senior Director, End User Services - Executive Support & AV Technologies (New York)

Role Overview

New York Life's Enterprise Technology Services (ETS) organization is seeking a dynamic, service-driven technology leader to serve as Corporate Vice President of End User Services, Executive Support, and AV Technologies. This transformative leadership role spans three interconnected service domains: the Enterprise Help Desk, a White‑Glove Executive Support function, and Conference Room & AV Technologies. The candidate will own strategy, delivery, and continuous improvement across these areas, leading large‑scale ITSM operations, AI‑assisted virtual agent adoption, and AV technology deployment.

Location & Work Arrangement

Primary Location: 51 Madison Avenue, New York, NY 10010
Work Arrangement: Hybrid — minimum 3 days per week on‑site; additional presence required for executive events, AV go‑lives, and critical incidents
Travel: Occasional travel to NYL offices and field locations in support of executive events and AV deployments

What You'll Do

1. Enterprise Help Desk Governance & AI‑Driven Service Modernization
   • Own service delivery relationship with TCS, managing SLA governance, performance, quality assurance, and contract adherence.
   • Define and enforce service standards, escalation paths, ticket quality expectations, and agent performance frameworks.
   • Leverage ServiceNow data to drive continuous improvement across incident, request, and problem lifecycles.
   • Lead Moveworks adoption: develop roadmap, set KPIs (deflection, containment, CSAT, time‑to‑resolution), partner with stakeholders, drive channel shift to conversational AI, and integrate Moveworks with ServiceNow workflows.
   • Implement Social Engineering Mitigation Plan using MFA, technical controls, and coordination with Cybersecurity and Identity teams.
   • Champion proactive support: trend analysis, known issue communication, and shift‑left strategies to reduce avoidable ticket volume.
2. Executive Support – Transformation & White‑Glove Service Delivery
   • Maintain governance: service charter, eligibility tiers, engagement model, SLAs, and an Executive Experience Scorecard.
   • Build culture of accountability and continuous improvement with runbooks, playbooks, and structured ticketing.
   • Coordinate across ETS domains and ensure seamless service for senior leadership.
   • Ensure executive devices comply with Zero Trust security, IAM controls, MFA, and least‑privilege principles.
   • Implement pre‑deployment quality gates for hardware and peripherals.
   • Develop proactive support model: pre‑emptive issue detection, spare device strategies, and readiness protocols for high‑visibility events.
   • Foster relationships with executive assistants and business leaders and build team capability through mentoring and cross‑functional collaboration.
3. Conference Room & AV Technologies – Strategy Execution
   • Lead transition of large‑format and executive AV support under the Digital Workplace umbrella, aligning with Facilities and defining new operating procedures.
   • Ensure consistent, standards‑based AV support across all room categories.
   • Own AV technology roadmap: evaluate, recommend, and oversee deployments of MTR, integrated AV systems, digital signage, and event conferencing solutions.
   • Manage vendor relationships, contract negotiations, and service level expectations.
   • Define and enforce quality standards for room configurations, maintenance schedules, and incident response.
   • Collaborate on new office buildouts, renovations, and refresh initiatives to incorporate AV requirements early in design.
4. Operational Excellence & Metrics
   • Create and maintain a unified service performance dashboard covering SLA adherence, CSAT, first‑contact resolution, Moveworks deflection, and AV availability.
   • Drive continuous improvement using data, feedback, and industry benchmarking.
   • Maintain an up‑to‑date knowledge base, runbook library, and support playbook ecosystem.
   • Ensure ServiceNow hygiene across all domains.
5. Stakeholder Engagement & Cross‑Functional Collaboration
   • Serve as ETS point of contact for senior stakeholders and administrative teams.
   • Communicate technical issues in business‑relevant terms to executive audiences.
   • Build partnerships across ETS domains and with external managed service providers.
   • Represent ETS in cross‑functional forums related to workplace technology and end‑user experience.

Qualifications

Required Experience

• 10+ years progressive IT experience, 5+ years in senior leadership managing Help Desk, End User Services, or Executive Support.
• Experience managing or overseeing an MSP or outsourced Help Desk delivery model, including SLA governance.
• Hands‑on with AI‑driven service tools (e.g., Moveworks, ServiceNow Virtual Agent) and proven adoption results.
• Deep expertise in ServiceNow (Incident, Problem, Change, Request, CMDB, Knowledge) and ITSM platforms.
• Experience delivering white‑glove support in a regulated environment such as financial services or insurance.
• Prior role managing AV technologies and conference room support (MTR, integrated AV systems).
• Track record leading organizational change toward proactive, metrics‑driven service models.
• Experience implementing security controls (MFA, MDM, Zero Trust, social engineering mitigation) in end‑user computing.

Technical Skills

• Microsoft 365 ecosystem: Exchange Online, Teams, SharePoint, Intune, Azure AD / Entra ID.
• Endpoint and device management: Intune, Configuration Manager, Windows Autopilot, MDM/MAM for iOS/iPadOS.
• Identity & Access: Azure AD, MFA, conditional access, least‑privilege.
• AV technologies: Microsoft Teams Rooms, Cisco Webex, Crestron, Poly/HP, digital signage.
• AI/Automation: Moveworks or equivalent, conversational AI concepts.
• ITSM tools: ServiceNow (advanced user / admin‑level).
• Reporting & analytics: PowerBI, ServiceNow dashboards, or equivalent.

Education

• Bachelor's degree in Information Technology, Computer Science, MIS, or related field.
• Master's degree or MBA preferred.
• ITIL Foundation certification required; ITIL Practitioner or higher strongly preferred.
• Additional relevant certifications (Microsoft, Moveworks, CompTIA) welcomed.

Leadership Competencies

• Strategic thinking, operational discipline, executive presence.
• Change leadership, cross‑functional influence, communication.

Compensation & Benefits

Salary Range: $175,000 – $235,000 annually (commensurate with experience). Exempt from overtime. Discretionary bonus eligible. 401(k) with company match. Competitive medical/dental/vision coverage, generous paid time off, and professional development opportunities.

Equal Opportunity Employer

New York Life is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity.