Corporate Vice President of End User Services, Executive Support, and AV Technologies – End User Services, Executive Support, AV Technologies

Job Description

Corporate Vice President – Senior Director, End User Services – Executive Support & AV Technologies | New York Life Insurance Company

The Tone:
This is a full-time role at New York Life Insurance Company, located in New York, NY (Hybrid). New York Life, a Fortune 100 mutual company with a 180-year legacy, provides financial security and peace of mind to families through its diverse business portfolio. This role is pivotal in shaping the technology experience for thousands of colleagues and senior leaders, driving operational transformation, and building world-class support within a complex financial services environment. The company is evolving into a more technology-, data-, and AI-enabled organization, grounded in values of humanity and integrity, and this leader will be at the forefront of enterprise AI adoption.

The TL;DR
• Role: Full Time
• Location: Hybrid – New York, NY
• Pay: $185000–$264500 yearly
• Team: New York Life’s Enterprise Technology Services (ETS) organization
• Mission: Own and modernize enterprise Help Desk, transform Executive Support, and execute the Conference Room AV strategy for New York Life colleagues and senior leaders.
• Tech Stack: Microsoft 365 ecosystem, Exchange Online, Teams, SharePoint, Intune, Azure AD / Entra ID, Microsoft Intune, Configuration Manager (SCCM), Windows Autopilot, iOS/iPadOS MDM enrollment, MAM policies, Apple Business Manager, Azure AD, MFA (Microsoft Authenticator / FIDO2), conditional access, Crestron, Poly/HP, digital signage systems, Moveworks, ServiceNow, PowerBI

What You’ll Actually Do
• Enterprise Help Desk Governance & AI-Driven Service Modernization: Lead the strategic direction and operational oversight for the enterprise Help Desk, establishing Moveworks as the primary AI-assisted self-service and support channel.
• Executive Support Transformation & White-Glove Service Delivery: Transform the Executive Support team into a proactive, structured, and high-performing function providing seamless, integrated service to senior leadership.
• Conference Room & AV Technologies Strategy Execution: Own and execute the Conference Room Strategy, expanding the Digital Workplace team’s remit to encompass large meeting rooms and managing the AV technology roadmap.
• Operational Excellence & Metrics: Define, publish, and report on unified service performance dashboards, driving continuous improvement through data, feedback, and standardized practices.
• Stakeholder Engagement & Cross-Functional Collaboration: Serve as the ETS point of contact for Help Desk, Executive Support, and AV services, fostering strong partnerships across ETS domains and with external providers.

The Must-Haves
• Background: Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field, leading Help Desk, End User Services, Executive Support, or related functions.
• Experience: 10+ years of progressive IT experience with a minimum of 5 years in a senior leadership role, including managing managed service providers, AI-driven service management tools, ServiceNow, and white-glove executive support in a regulated enterprise.
• Skills: Expertise in Microsoft 365 ecosystem, endpoint management (Intune, SCCM), mobile device management, Identity & Access (Azure AD, MFA), AV technologies (MTR, Crestron), AI platforms (Moveworks), and advanced ServiceNow usage.
• Bonus: Master’s degree or MBA, ITIL Practitioner or higher certification, Microsoft certifications (MD-102, MS-700), Moveworks certification, CompTIA certifications.