Manager IT

Job Description

Lead-End User Experience..

Key Responsibilities

Leadership & Team Management

- Lead and develop high-performing global teams responsible for end-user technology management and digital experience.

- Foster a culture focused on employee experience, automation, and proactive IT operations.

- Partner with service desk, field services, and platform engineering leaders to ensure consistent service delivery.

Tool & Platform Ownership

- Oversee the deployment, maintenance, and innovation of core EUX platforms: JAMF, SCCM, Intune, Nexthink, Moveworks, and AI-based support tools.

- Manage lifecycle and standards for end-user hardware, peripherals, and operating systems across the enterprise.

- Ensure tools are optimized for automation, self-healing, and proactive issue resolution.

Experience & Operations Management

- Champion data-driven decision-making using telemetry, experience monitoring (e.g., Nexthink), and analytics to identify user pain points.

- Drive proactive and automated support using AI bots and virtual agents to reduce manual interventions and improve response times.

- Collaborate with InfoSec and IAM teams on user access management policies and tools.

Process Improvement & Standardization

- Define and enforce global standards for device provisioning, software packaging, patching, and endpoint compliance.

- Promote self-service and zero-touch provisioning strategies.

- Continuously enhance IT processes and workflows using ITIL principles and modern EUX practices.

Stakeholder & Vendor Engagement

- Collaborate with cross-functional IT teams, including Service Desk, Infrastructure, Security, and Applications.

- Manage relationships with software vendors and strategic partners for tool implementation and support.

Reporting & Strategic Insights

- Deliver actionable dashboards and reports on device health, user experience, automation outcomes, and support KPIs.

- Present EUX insights and strategy recommendations to IT leadership.

Qualifications

Qualifications & Experience

- Bachelor’s degree in Computer Science, Information Technology, or related field; Master’s degree or MBA is a plus.

- 10+ years of experience in IT operations, with 5+ years in EUC, endpoint management, or digital experience leadership.

- Proven track record managing modern management tools (JAMF, SCCM, Intune), experience monitoring (Nexthink), and support automation platforms (Moveworks, AI bots).

- Experience with global IT support delivery, device lifecycle management, and endpoint security practices.

- ITIL certification and strong knowledge of ITSM frameworks (ServiceNow preferred).

Key Skills

- Visionary leadership and team-building skills.

- Deep expertise in end-user device management and digital experience platforms.

- Strong communication and cross-functional collaboration abilities.

- Strategic, analytical mindset with focus on operational excellence and customer satisfaction