Corporate Vice President - Senior Director, End User Services - Executive Support & AV Technologies

**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 t…