Role OverviewNew 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.
What You Will Do
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. The 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.
Why It Might Be a Fit
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.
Requirements
- 10+ years of progressive IT experience
- 5 years in a senior leadership role managing Help Desk, End User Services, Executive Support, or related functions
- Hands-on experience with AI-driven service management tools (e.g., Moveworks, ServiceNow Virtual Agent, or equivalent)
- 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
Benefits
- Competitive base compensation
- Discretionary bonus eligibility
- Medical/dental/vision coverage
- 401(k) with company match
- Generous paid time off
- Ongoing professional development opportunities
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