Manager for End User Transformation Services (EUTS)

Job Description

Position Summary

The Manager oversees DEX tooling (Nexthink) and engineering programs to automate scripts and collect qualitative and quantitative data, enabling continuous improvement of the user experience. This leader is responsible for research, innovation, and cross-functional collaboration with Infrastructure teams to deliver a world-class, one-of-a-kind user experience.

• Lead the transformation of end user services, focusing on proactive, automated, and AI-driven improvements.
• Manage project delivery for analytics, reporting, business intelligence, and DEX initiatives.
• Oversee DEX tooling (e.g., Nexthink) and engineering programs to deliver automated scripts and end user programs for data collection and experience improvement.
• Collaborate with L1 and L2 support teams (remote and onsite) to deliver projects that enhance user experience.
• Drive research, innovation, and collaboration across Infrastructure and support teams to deliver high-impact solutions.
• Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for end user transformation.
• Promote a culture of service excellence, accountability, and continuous improvement.
• Ensure compliance with IT policies, documentation standards, and security protocols across all transformation activities.
• Oversee incident response, root cause analysis, and change management for user experience-impacting issues.
• Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) for transformation initiatives.
• Manage IT asset lifecycle as it relates to end user transformation programs.

• Extensive experience in IT service delivery, project management, analytics, and business intelligence, with a focus on end user transformation.
• Demonstrated success in leading transformative initiatives that leverage automation and AI to improve user experience.
• Strong technical oversight and vendor coordination capabilities, especially with DEX tooling (e.g., Nexthink).
• Exceptional communication, problem-solving, and stakeholder engagement skills.
• Proficient in Microsoft 365, Windows OS, Virtual Desktop Infrastructure, and modern workplace technologies.ITI
• Ability to operate independently and make decisions in dynamic, fast-paced environments.
• Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) tools and practices.
• Bachelor's degree or 8+ years of relevant IT experience.

• Industry certifications (e.g., Microsoft, ITIL, CompTIA).
• Experience with performance management, capacity planning, and business relationship management.
• Experience driving research and innovation in enterprise IT environments.