Director for Executive Support

American International Group, Inc. (AIG) is a leading global insurance organization serving customers in more than 100 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. In addition, AIG companies are leading providers of life insurance and retirement services in the United States.

Manages the Senior Executive Support (SES) team responsible for providing all inclusive, high quality, expedited service to AIG Senior Executives by using a combination of 24/7 Global Hotline, local onsite experts and remote IT management tools. Manage support for special events such as AIG Board of Directors meetings.

* Responsible for department’s daily operations, technology direction, staffing and budgets, and management of technology teams and vendors. * Lead, direct and motivate global team of 27 engineers in 4 time zones responsible for Executive Support, Multimedia Services and Field Support functions. Team is part of Global End User Services Organization. * Manage operations, strategic planning, and user services, including customer support service, for Executive Support and Multimedia Services. * Direct experience partnering with executive-level management and business leadership in successfully launching new products and initiatives and while maintaining high operational functionality. * Provides leadership and orchestration for Executive Leadership team quarterly business reviews, investor meetings, Annual General Meeting, Board of Directors meetings, and other critical senior business engagements as required. * Develop requirements and processes to optimize customer service operations. * Establish departmental procedures and systems to ensure attainment of department objectives. * Monitor the “health” of the Executive Support and Multimedia Services group by evaluating structure, service, standard operating procedures, staffing and training, systems, and strategy. * Provide direction, resources, and support for improvement in productivity and cost optimization. * Review and approve decisions on pay, performance management, employment and staffing recommendations. * Provide leadership and mentoring for direct reports. Develop staffing plans. Implement and monitor staffing levels to ensure optimal customer service. Implemented reporting tools and methodologies. * Prioritize the technical life-cycle of projects & operational tasks so that they are performed within acceptable standards; on-time and within budget. * Direct subordinate leaders in the development and implementation of objectives, policies, standards, and methodologies. * Manage vendor relationships and work closely with 3rd parties (consultants and contractors) to identify productivity initiatives and advise management concerning products and services.

* Minimum of 7 years IT related experience (preferably a Desktop Support Leadership role) * Knowledge of all state-of-the-art technologies, including all hardware, software, and network platforms used by AIG. * Knowledge of collaboration, desktop, mobile infrastructure technology, including hardware, software and network platforms used by AIG * Interpret customers’ needs and directives and develop policies, procedures, and short- and long-term plans to meet these directives. * Client/customer service operations and experience managing support staff * Excellent customer service and relationship management skills * Ability to quickly know when to escalate, and when to manage up and manage down * Process improvement skills * Ability to work collaboratively with all other groups with the Chief Technology Office organization, BIOs, and Shared Services. * Bachelor's Degree or equivalent experience * Travel 25%+