End User Experience Senior Manager

About the role

The End User Experience Senior Manager is responsible for defining and advancing the strategy, standards, and delivery of end-user technology services across all TKG operating companies. This role focuses on optimizing the overall employee technology experience by aligning support operations, endpoint services, and workplace technologies with business needs and enterprise priorities. The leader drives continuous improvement in service quality, user satisfaction, and operational efficiency through data-driven insights, modern service management practices, and strong partnership with IT and business leadership. The role serves as a key advisor on end-user experience, service delivery strategy, and digital workplace evolution.

Responsibilities

• Lead and evolve the enterprise end-user support model, including helpdesk and multi-site support teams, with a focus on service quality, user experience, and scalable operating models.
• Define the strategy and lifecycle governance for endpoint computing environments (Windows and Mac), ensuring alignment with security, performance, and modern workplace standards.
• Own the end-to-end service delivery framework, including ITSM processes, KPIs, and SLAs; leverage performance insights to drive continuous improvement and enhanced user experience.
• Define and implement end-user experience measurement frameworks, using insights to proactively identify pain points and drive continuous improvement initiatives.
• Establish and govern enterprise service standards, policies, and operating procedures to ensure consistency, compliance, and alignment with industry best practices.
• Provide strategic oversight of distributed and on-site support functions, ensuring alignment with enterprise service expectations, security standards, and operational consistency.
• Oversee the enterprise mobility and device services portfolio, including vendor strategy, lifecycle management, and cost optimization.
• Govern workplace service operations (Move/Add/Change), ensuring efficient execution and adherence to change management standards.
• Drive the adoption of self-service capabilities, automation, and knowledge management strategies to improve resolution times, reduce support demand, and enhance user autonomy.
• Lead initiatives to optimize support tiers and shift-left strategies, ensuring issues are resolved at the lowest appropriate level while improving speed and user satisfaction.
• Lead delivery of technology services supporting high-profile business operations, including event-based support, ensuring reliability, readiness, and seamless execution.
• Partner with business and IT leadership to identify experience gaps, prioritize improvements, and drive initiatives that enhance productivity and service quality.
• Establish and lead voice-of-the-customer programs, including user feedback loops, service reviews, and engagement forums to align services with evolving business needs.
• Partner with IT leadership to define and evolve the digital workplace strategy, including collaboration tools, endpoint experience, and emerging technologies that enhance employee productivity and engagement.
• Partner with cybersecurity and infrastructure teams to ensure endpoint experience aligns with enterprise security standards while minimizing user friction.
• Lead strategic initiatives and service transformation efforts, including roadmap development, resource planning, and executive-level reporting.
• Participate in the rotation of event coverage and manage the on-call coverage rotation and escalation process to ensure consistent, reliable support across all operating companies and events.
• Responsible for the creation, maintenance, and control of all personally identifiable information (PII) or any other information protected by confidentiality and privacy standards.
• Special projects and assignments as business dictates.

Supervisory Responsibilities

• Helpdesk Technician (4)
• IT Site Manager (3)
• System Engineer

Requirements

• Bachelor’s degree in Information Technology or relevant experience.
• 8+ years of experience in support management, IT operations, or other end-user support-based functional areas.
• 8+ years of supervisory experience, including leading teams and overseeing functional responsibilities.
• Demonstrated experience with ITSM and ITIL concepts, including incident, request, problem, and change management best practices.
• Strong stakeholder management and communication skills, with the ability to influence across technical and business teams.
• Results-driven, highly organized, and capable of managing complex operational environments.
• Strong technical aptitude in end-user computing, support tools, and workplace technologies.
• Attention to detail and focused concentration.
• Ability to learn new tasks and complete tasks independently.
• Strong organizational skills, ability to multi-task, and responsiveness.

Certifications

• Microsoft Certified Solutions Expert (MCSE) preferred.

Work Environment

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Moderate noise level in the work environment.
• Fast-paced office environment.
• On-call and event coverage availability.