Location Designation: Hybrid - 3 days per week

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 is a transformative leadership role with broad accountability across three distinct but interconnected service domains: the Enterprise Help Desk (supported by TCS managed service delivery), a White-Glove Executive Support function, and Conference Room & AV Technologies.

The successful candidate will bring deep technical expertise across end-user computing and enterprise IT, a proven track record of scaling ITSM operations, and a passion for modernization - specifically the deployment of AI-assisted virtual agents as a primary support channel. NYL recently deployed Moveworks, an industry-leading AI assistant platform, and this leader will be the executive owner of its adoption strategy and ongoing optimization.

This role also has direct accountability for the structured buildout of a high-performing Executive Support team, transitioning the function from reactive and tactical to proactive, metrics-driven, and integrated with the broader ETS organization. In addition, the VP will own and execute the Conference Room Strategy, expanding the Digital Workplace team's remit to assume support for large meeting rooms currently operated by the Facilities team.

This role is ideal for a seasoned technology services leader who thrives at the intersection of operational excellence, executive stakeholder management, and modern workplace innovation - and who is energized by the challenge of building world-class support at scale within a complex financial services environment.

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

Serve as the NYL business owner and strategic lead for the enterprise Help Desk, operating in close partnership with TCS (the managed service provider delivering Tier 1/2 support for all NYL colleagues).
• Own the service delivery relationship with TCS, including SLA governance, performance management, quality assurance, and contract adherence
• Define and enforce service standards, escalation paths, ticket quality expectations, and agent performance frameworks
• Leverage ServiceNow data and reporting to drive continuous improvement initiatives across incident, request, and problem management lifecycles
• Lead the NYL Moveworks adoption strategy - develop and execute a roadmap to establish the AI-assisted virtual agent as the primary self-service and support channel for all NYL colleagues
• Define adoption KPIs including deflection rate, containment rate, CSAT, and time-to-resolution
• Partner with Moveworks, TCS, and internal stakeholders to expand AI-resolved topic coverage and knowledge integration
• Drive channel shift from voice and email to conversational AI via targeted enablement campaigns
• Own integration between Moveworks and ServiceNow workflows to ensure seamless handoffs and auditability
• Implement the Social Engineering Mitigation Plan leveraging MFA, including colleague awareness, technical controls, and coordination with Cybersecurity and Identity teams to reduce risk from social engineering attacks targeting the Help Desk
• Champion a proactive support model including trend analysis, known issue communications, and shift-left strategies that reduce avoidable ticket volume

2. Executive Support - Transformation & White-Glove Service Delivery

Take direct ownership of the Executive Support team (currently 6 Support Engineers) and lead its transformation from a reactive, siloed group into a structured, high-performing, and proactive service function aligned with the needs of NYL's senior leadership.
• Establish formal Executive Support governance: service charter, eligibility tiers, engagement model, SLAs, and an Executive Experience Scorecard (CSAT, SLA adherence, operational KPIs)
• Build a culture of accountability, knowledge sharing, and continuous improvement - including structured ticketing, runbooks, and playbooks for all common executive support scenarios
• Act as the single point of coordination between Executive Support and ETS domains including EUC Engineering, Infrastructure, Security, Identity, and Mobility - ensuring executives experience seamless, integrated service
• Partner with Cyber, Identity, and Network teams to ensure executive devices and access patterns comply with NYL's Zero Trust security model, IAM controls, MFA dependencies, and least-privilege principles - without sacrificing service quality
• Implement pre-deployment quality gates for executive devices (hardware, peripherals, mobile) including validation, testing, and post-deployment signoff processes
• Develop a proactive support model for executives, including pre-emptive issue detection, spare device strategies, and readiness protocols for board meetings, offsites, and high-visibility events
• Foster strong relationships with executive assistants and administrative staff as primary service interface points, and with business leaders as key consumers of the executive technology experience
• Build team capability through structured mentoring, technical training, and cross-functional collaboration with Engineering and Security teams

3. Conference Room & AV Technologies - Strategy Execution

Lead the execution of NYL's Conference Room Strategy, including the expansion of the Digital Workplace team's support remit to encompass large meeting rooms currently managed by the Facilities team.
• Drive the transition plan to bring large-format and executive conference room AV support under the ETS Digital Workplace umbrella, including stakeholder alignment with Facilities, coordination of knowledge transfer, and establishment of new operating procedures
• Ensure consistent, standards-based AV support is delivered across all room categories, from small huddle spaces to large board and event rooms
• Own the AV technology roadmap: evaluate, recommend, and oversee deployment of conference room technologies including Microsoft Teams Rooms (MTR), integrated AV systems, digital signage, and event conferencing solutions
• Manage AV vendor relationships, contract negotiations, and service level expectations
• Define and enforce quality standards for AV room configurations, maintenance schedules, and incident response processes
• Collaborate with Facilities, Real Estate, and ETS teams on new office buildouts, renovations, and room refresh initiatives to ensure AV requirements are incorporated early in the design process

4. Operational Excellence & Metrics
• Define, publish, and report on a unified service performance dashboard spanning Help Desk, Executive Support, and AV Technologies - covering SLA adherence, CSAT, first-contact resolution, Moveworks deflection, and AV availability
• Drive continuous improvement practices using data, colleague feedback, and benchmarking against industry peers
• Maintain an up-to-date knowledge base, runbook library, and support playbook ecosystem to standardize delivery and reduce variability
• Ensure full ServiceNow hygiene across all service domains: consistent categorization, accurate CIs, complete ticket documentation, and timely closure

5. Stakeholder Engagement & Cross-Functional Collaboration
• Serve as the ETS point of contact for Executive Support, Help Desk performance, and AV services for senior business stakeholders and their administrative teams
• Communicate clearly and confidently with executive audiences - translating complex technical issues into business-relevant context and solutions
• Build and maintain strong partnerships across ETS domains (EUC Engineering, Infrastructure, Identity, Security, Mobility) and with external managed service providers and vendors
• Represent ETS in cross-functional forums related to workplace technology, building services integration, and end-user experience

What You'll Bring:

Required Experience
• 10+ years of progressive IT experience, with a minimum of 5 years in a senior leadership role managing Help Desk, End User Services, Executive Support, or related functions
• Demonstrated experience managing or overseeing a managed service provider (MSP) or outsourced Help Desk delivery model, including SLA governance and performance management
• Hands-on experience with AI-driven service management tools (e.g., Moveworks, ServiceNow Virtual Agent, or equivalent) and a demonstrable track record of driving adoption and measurable deflection outcomes
• Deep expertise in enterprise ITSM platforms, with strong working knowledge of ServiceNow (Incident, Problem, Change, Request, CMDB, Knowledge Management)
• Proven track record delivering white-glove executive or VIP IT support in a financial services, insurance, or similarly regulated enterprise environment
• Experience managing or overseeing AV technologies and conference room support, including Microsoft Teams Rooms, integrated AV systems, and event support
• Demonstrated ability to lead organizational change - specifically transforming reactive, tactical teams into structured, proactive service organizations
• Experience implementing or operationalizing security controls within an end-user computing context, including MFA, MDM, Zero Trust frameworks, and social engineering mitigation programs

Technical Skills
• Microsoft 365 ecosystem: Exchange Online, Teams, SharePoint, Intune, Azure AD / Entra ID
• Endpoint management: Microsoft Intune, Configuration Manager (SCCM), Windows Autopilot, device lifecycle management
• Mobile device management: iOS/iPadOS MDM enrollment, MAM policies, Apple Business Manager
• Identity & Access: Azure AD, MFA (Microsoft Authenticator / FIDO2), conditional access, least-privilege principles
• AV technologies: Microsoft Teams Rooms (MTR), Cisco Webex, Crestron, Poly/HP, digital signage systems
• AI/Automation: Moveworks or equivalent enterprise AI assistant platforms, conversational AI concepts, knowledge management for AI consumption
• ITSM tools: ServiceNow (advanced user / admin-level knowledge strongly preferred)
• Reporting & analytics: PowerBI, ServiceNow dashboards, or equivalent BI tooling

Education
• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field required
• Master's degree or MBA preferred
• ITIL Foundation certification required; ITIL Practitioner or higher strongly preferred
• Additional relevant certifications welcomed: Microsoft certifications (MD-102, MS-700), Moveworks certification, CompTIA certifications

Leadership Competencies
• Strategic thinking: Ability to translate business objectives into technology service strategies with measurable outcomes
• Operational discipline: Commitment to structured, metrics-driven service delivery with full transparency and accountability
• Executive presence: Comfort and credibility engaging with C-suite stakeholders and Board members
• Change leadership: Track record of building culture, developing talent, and leading teams through organizational transformation
• Cross-functional influence: Ability to drive alignment and collaboration across Engineering, Security, Identity, Facilities, and vendor partners without direct authority
• Communication: Ability to translate complex technical topics into clear, business-relevant language for non-technical audiences

New York Life is committed to providing a comprehensive benefits package that supports the whole person - including competitive base compensation, discretionary bonus eligibility, medical/dental/vision coverage, 401(k) with company match, generous paid time off, and ongoing professional development opportunities.

Compensation

Salary Range: $175,000 - $235,000 annually (commensurate with experience)

Overtime Eligible: Exempt

Discretionary Bonus Eligible: Yes

Sales Bonus Eligible: No

Actual base salary will be determined based on several factors including the individual's experience, skills, qualifications, and job location. Employees may also be eligible to participate in an annual incentive program.

Pay Transparency

Salary Range: $185,000-$264,500

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.