Luis Pons
Executive Technology & Global Service Operations Leader
I lead executive technology, regional and global service operations, critical-event readiness, executive support, and AI-enabled operating models across financial services, healthcare, media, public sector, manufacturing, and technology services - turning risk, complexity, and service pressure into measurable business outcomes.
450+
executives and VIPs supported
AIG Americas plus Gartner C-level and identified VIP operating models
$2M
annual operating budget ownership
corporate, executive, global location, aviation, maritime, and service operations
5,500+
enterprise users supported
financial services, healthcare, media, public sector, owner-led, and technology services
20+
high-stakes executive events
earnings calls, board meetings, CEO offsites, Davos, global travel, and leadership events
$3.8M
year-over-year gross profit swing
business impact through operating model, staffing, retention, and service governance
30%
manual L1 labor eliminated
agentic workflows across triage, knowledge, alerting, reporting, and client follow-up
Agentic AI Service Modernization
Agentic AI That Reduced Labor and Accelerated Technician Training
At ATS, I deployed agentic workflows that eliminated 30% of manual Level 1 labor hours, equivalent to 2.0 FTE positions, across ticket triage, Helpdesk Agent troubleshooting, resolution guidance, SOW workflow automation, knowledge-base freshness, infrastructure and cloud alert reporting, and client reminder agents that reduced escalation risk.
Executive Value
A leadership portfolio for operational trust.
Enterprise Service Operations
I build operating models around executive continuity, regional support coverage, queue health, SLA risk, escalation ownership, root-cause analysis, and follow-through so teams perform under pressure.
Stakeholder Confidence and Commercial Outcomes
I connect technology operations to executive confidence, client retention, ARR protection, QBR governance, buyer trust, staffing efficiency, and margin-aware delivery.
Agentic AI Modernization
I use AI agents to remove repetitive L1 work, tighten follow-up, analyze alerts, expose trends, and keep knowledge articles aligned with ticket reality.
Executive Continuity, Conferencing and Trust
I build high-discretion executive support models around proactive VIP health, EA relationships, 24/7 coverage, conferencing readiness, travel/mobile support, AV, and business continuity.
ITSM Best Practices
Reduce noise. Increase predictability.
These are the operating principles I bring into service delivery: less noise, cleaner ownership, better reporting, stronger follow-up, and a practical path from ticket volume to business visibility.
Current Role | Gartner
Director, Executive Technical Support
I now lead Gartner's executive technical support model for C-level leaders and roughly 150 identified VIPs, with a focus on proactive experience monitoring, executive confidence, conferencing readiness, discretion, continuity, and risk reduction.
Complete Executive Experience
Own the technology experience across office, remote, travel, mobile, collaboration, and critical executive events.
Proactive / Predictive Support
Use Nexthink, dashboards, alerting, health baselines, analytics, and preventive maintenance to find issues before executives feel them.
Critical Event Readiness
Protect Board meetings, earnings calls, town halls, ELT meetings, and executive conference rooms as controlled production environments.
Executive Confidence Metrics
Measure critical-event success, executive downtime minutes, proactive detections, repeat incidents, room readiness, and EA confidence.
Transformation Case Studies
Open the panels. The pattern is service under pressure.
Challenge
Turn service delivery, client success, and engineering operations into a more predictable operating model across a broad client portfolio with retention, margin, and service performance under pressure.
Action
Served as executive sponsor for 170+ client relationships, led a 68-person blended organization through three functional leaders, strengthened QBR governance and recovery plans, restructured staffing, and deployed agentic workflows across ticket triage, routing, KB freshness, alert reporting, and 24-hour client-response follow-up.
Business impact
Drove a projected $3.8M year-over-year gross profit swing, stabilized about $2.1M in at-risk ARR by reducing attrition from 40% to 16%, eliminated 30% of manual L1 labor, and achieved 95% acknowledgment within five minutes with 92% resolved within four hours in 2026 YTD.
Career Arc
Gartner, enterprise, healthcare, finance, media, advertising, public sector, MSP/MSSP.
2026 - Present
Gartner
Director, Executive Technical Support
2024 - 2026
ATS
Senior Director, Client Success, IT Operations & Global Service Delivery
2024
Microsoft / NYPD
IT Service Desk & Delivery Lead - Executive Escalations, On-Call & Outage Management
2023
Standard Industries
Executive Technology, Service Delivery & Operations Leader
2018 - 2023
AIG
Executive IT Support Director - Americas
2012 - 2018
NYU Langone
Service Delivery Manager | VIP Support
2010 - 2012
Siboney USA
Service Delivery Director
2007 - 2009
UBS
Associate Director, Corporate IT & VIP Support
1998 - 2007
CW11 / WPIX-TV
Information Systems Operations Manager
Technology Environment
Platforms are tools. Operating discipline is the multiplier.
Leadership philosophy
Executive technology is at its best when critical work feels uninterrupted.
My work is about building operating models where executives stay confident, events run clean, risk is visible early, clients trust the operation, margins improve, and teams know exactly what to do next.
Contact
Current Gartner Director leading executive technical support, conferencing readiness, service delivery discipline, and AI-enabled operations.
My portfolio centers on executive technical support, executive support and conferencing services, ITSM governance, client success, major incident and outage management, proactive experience monitoring, budget ownership, and AI-enabled service modernization.