Senior Manager IT End-User Experience

Description

• Technology Lifecycle Management: Standardize and oversee deployment, management, recovery, and refresh of user-facing technology for software and hardware assets.
• Team Development: Lead a team of 15 – 20 technical staff, mentor, and develop the IT EUx team to deliver effective support and drive user satisfaction.
• Service Standards: Establish and maintain service guidelines to ensure consistent, high-quality support and build trust in IT services.
• Strategic Program Leadership: Design, implement, and optimize programs that deliver best-in-class end-user experiences.
• Stakeholder Collaboration: Work closely with business leaders to ensure technology solutions meet evolving needs.
• Champion End-User Centricity: Foster a culture that prioritizes the needs and experience of end-users in all IT initiatives.
• Continuous Improvement: Analyze feedback and performance data to identify opportunities for improvement and drive actionable change.
• Performance Monitoring: Track key metrics related to user satisfaction and service delivery, reporting insights and recommendations to leadership.

Requirements

• Effective written, verbal, and phone communication.
• Experience working in cross-functional, matrixed organizations.
• Empathy and active listening to understand and address user pain points.
• Effective written, verbal, and phone communication skills are essential.
• High business acumen and strategic thinking.
• Familiarity with Agile, ITIL, or similar frameworks.
• Ability to work for extended periods in a seated position.
• Positive, solution-oriented attitude that motivates teams and drives results.
• Ability to define, develop, and execute strategic plans.
• Excellent communication skills—verbal, written, formal, and informal.
• Bachelor’s or master’s degree in business, Marketing, Information Technology, or a related field, or equivalent experience.
• Customer-centric mindset focused on improving user satisfaction and productivity.
• Proficiency in preparing documents and presentations.
• Proven experience in business relationship management, team leadership, and driving transformation initiatives.
• Willingness to travel to end-user and non-end-user sites (30%–60% travel).
• Ability to enforce IT policies and ensure compliance.
• Problem-solving skills and adaptability in dynamic environments.
• Strong analytical skills to assess environments, capabilities, and performance.
• Strong leadership and team development skills, including managing direct and indirect reports.

Benefits

• Bonus opportunity
• Life insurance
• 401(k) plan/group retirement savings program
• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Paid time off
• $140,000 - $155,000 annual salary
• Group retirement savings program
• Short-term and long-term disability benefits
• Health, dental, and vision insurance
• Paid holidays
• Health and wellness programs

Training + Development

Interview process

Visa Sponsorship

Security clearance