End User Experience Senior Manager

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    "jobId": 506224,
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    "jobTitle": "End User Experience Senior Manager",
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    "description": "<div style=\"margin-left:0in;margin-right:0in;\">\r\n<div style=\"margin-left:0in;margin-right:0in;\">\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><b><span style=\"font-size:10pt;\">SUMMARY</span></b><span style=\"font-size:10pt;\">: The&nbsp;</span><span style=\"font-size:10pt;\"><span>End<b>&nbsp;</b>User Experience Senior Manager</span></span><span style=\"font-size:10pt;\"> 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.</span></span></span></span></p>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\">&nbsp;</p>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">This 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.&nbsp;</span></span></span></span></p>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\">&nbsp;</p>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><b><span style=\"font-size:10pt;\">DUTIES AND RESPONSIBILITIES</span></b></span></span></span></p>\r\n\r\n<ol>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">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.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Define the strategy and lifecycle governance for endpoint computing environments (Windows and Mac), ensuring alignment with security, performance, and modern workplace standards.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">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.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Define and implement end-user experience measurement frameworks, using insights to proactively identify pain points and drive continuous improvement initiatives.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Establish and govern enterprise service standards, policies, and operating procedures to ensure consistency, compliance, and alignment with industry best practices.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Provide strategic oversight of distributed and on-site support functions, ensuring alignment with enterprise service expectations, security standards, and operational consistency.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Oversee the enterprise mobility and device services portfolio, including vendor strategy, lifecycle management, and cost optimization.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Govern workplace service operations (Move/Add/Change), ensuring efficient execution and adherence to change management standards.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Drive the adoption of self-service capabilities, automation, and knowledge management strategies to improve resolution times, reduce support demand, and enhance user autonomy.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">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.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Lead delivery of technology services supporting high-profile business operations, including event-based support, ensuring reliability, readiness, and seamless execution.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Partner with business and IT leadership to identify experience gaps, prioritize improvements, and drive initiatives that enhance productivity and service quality.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Establish and lead voice-of-the-customer programs, including user feedback loops, service reviews, and engagement forums to align services with evolving business needs.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">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.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Partner with cybersecurity and infrastructure teams to ensure endpoint experience aligns with enterprise security standards while minimizing user friction.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Lead strategic initiatives and service transformation efforts, including roadmap development, resource planning, and executive-level reporting.</span></span></span></span></li>\r\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">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.</span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Special projects and assignments as business dictates</span></span></span></span></li>\r\n\t<li><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Responsible for the creation, maintenance and control of all personal identifiable information (PII) or any other information protected by Confidentiality and Privacy Standards see Mass Regulations on Personal Identity Regulations and HIPAA.</span></span></span></span></li>\r\n</ol>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\">&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><b><span style=\"font-size:10pt;\">SUPERVISORY RESPONSIBILITIES</span></b></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-right:3px;text-align:justify;margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Helpdesk Technician (4)&nbsp;</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;text-align:justify;margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">IT Site Manager (3)&nbsp;</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;text-align:justify;margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">System Engineer</span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><b><span style=\"font-size:10pt;\">SKILLS AND QUALIFICATIONS</span></b></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:16px;\">\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Bachelor&rsquo;s degree in Information Technology or relevant experience</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">8+ years of experience in support management, IT operations, or other end-user support-based functional areas.</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">8+ years of supervisory experience, including leading teams and overseeing functional responsibilities</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Demonstrated experience with ITSM and ITIL concepts, including incident, request, problem, and change management best practices</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Strong stakeholder management and communication skills, with the ability to influence across technical and business teams</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Results-driven, highly organized, and capable of managing complex operational environments</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Strong technical aptitude in end-user computing, support tools, and workplace technologies</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:1px;margin-bottom:16px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\"><span style=\"line-height:107%;\">Must have attention to detail and focused concentration.</span></span></span></span></span></span></li>\r\n\t<li style=\"margin-right:1px;margin-bottom:16px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\"><span style=\"line-height:107%;\">Must be able to learn new tasks and complete tasks independently.</span></span></span></span></span></span></li>\r\n\t<li style=\"margin-right:1px;margin-bottom:16px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span><span style=\"line-height:107%;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\"><span style=\"line-height:107%;\">Must possess strong organizational skills, ability to multi-task and responsiveness.</span></span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">&nbsp;<b>PHYSICAL DEMANDS</b>&nbsp;</span></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-right:3px;margin-bottom:11px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.</span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">&nbsp;<b>WORK ENVIRONMENT</b></span></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">The noise level in the work environment is usually moderate</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Fast-paced office environment</span></span></span></span></span></li>\r\n\t<li style=\"margin-right:3px;margin-bottom:11px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">On-call and event coverage availability.</span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">&nbsp;<b>CERTIFICATES, LICENSES, REGISTRATIONS</b></span></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-right:3px;margin-bottom:11px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Microsoft Certified Solutions Expert (MCSE) preferred.</span></span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><b><span style=\"font-size:10pt;\">OTHER DUTIES</span></b></span></span></span></p>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\">Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.</span></span></span></span></p>\r\n\r\n<p style=\"margin-right:3px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\">&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-right:3px;margin-bottom:10px;margin-left:3px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:normal;\"><span style=\"font-family:Calibri, sans-serif;\"><i><span style=\"font-size:10pt;\">This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.</span></i></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:107%;\"><span style=\"font-family:Calibri, sans-serif;\"><span style=\"font-size:10pt;\"><span style=\"line-height:107%;\">#LI-KG</span></span></span></span></span></p>\r\n</div>\r\n</div>\r\n",
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    "googleJobJson": "{\"@context\":\"https://schema.org/\",\"@type\":\"JobPosting\",\"title\":\"End User Experience Senior Manager\",\"identifier\":\"J0AH94506224\",\"url\":\"https://www.paycomonline.net/v4/ats/web.php/portal/715F4103F5E4D572C92AFE85684343DC/jobs/506224\",\"image\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=715F4103F5E4D572C92AFE85684343DC\",\"baseSalary\":{\"@type\":\"MonetaryAmount\",\"currency\":\"USD\",\"value\":{\"@type\":\"QuantitativeValue\",\"minValue\":120000,\"maxValue\":139000,\"unitText\":\"\"}},\"datePosted\":\"2026-06-01\",\"description\":\"Job DetailsJob Location: Kraft Group - Foxborough, MA 02035Position Type: Full TimeEducation Level: Bachelor's DegreeSalary Range: $120,000.00 - $139,000.00 SalaryJob Shift: DayJob Category: Technical/Analytics\\r\\n\\r\\nSUMMARY: The&nbsp;End&nbsp;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.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nThis 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.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nDUTIES AND RESPONSIBILITIES\\r\\n\\r\\n\\r\\n\\tLead 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.\\r\\n\\tDefine the strategy and lifecycle governance for endpoint computing environments (Windows and Mac), ensuring alignment with security, performance, and modern workplace standards.\\r\\n\\tOwn the end-to-end service delivery framework, including ITSM processes, KPIs, and SLAs; leverage performance insights to drive continuous improvement and enhanced user experience.\\r\\n\\tDefine and implement end-user experience measurement frameworks, using insights to proactively identify pain points and drive continuous improvement initiatives.\\r\\n\\tEstablish and govern enterprise service standards, policies, and operating procedures to ensure consistency, compliance, and alignment with industry best practices.\\r\\n\\tProvide strategic oversight of distributed and on-site support functions, ensuring alignment with enterprise service expectations, security standards, and operational consistency.\\r\\n\\tOversee the enterprise mobility and device services portfolio, including vendor strategy, lifecycle management, and cost optimization.\\r\\n\\tGovern workplace service operations (Move/Add/Change), ensuring efficient execution and adherence to change management standards.\\r\\n\\tDrive the adoption of self-service capabilities, automation, and knowledge management strategies to improve resolution times, reduce support demand, and enhance user autonomy.\\r\\n\\tLead initiatives to optimize support tiers and shift-left strategies, ensuring issues are resolved at the lowest appropriate level while improving speed and user satisfaction.\\r\\n\\tLead delivery of technology services supporting high-profile business operations, including event-based support, ensuring reliability, readiness, and seamless execution.\\r\\n\\tPartner with business and IT leadership to identify experience gaps, prioritize improvements, and drive initiatives that enhance productivity and service quality.\\r\\n\\tEstablish and lead voice-of-the-customer programs, including user feedback loops, service reviews, and engagement forums to align services with evolving business needs.\\r\\n\\tPartner 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.\\r\\n\\tPartner with cybersecurity and infrastructure teams to ensure endpoint experience aligns with enterprise security standards while minimizing user friction.\\r\\n\\tLead strategic initiatives and service transformation efforts, including roadmap development, resource planning, and executive-level reporting.\\r\\n\\tParticipate 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.\\r\\n\\tSpecial projects and assignments as business dictates\\r\\n\\tResponsible for the creation, maintenance and control of all personal identifiable information (PII) or any other information protected by Confidentiality and Privacy Standards see Mass Regulations on Personal Identity Regulations and HIPAA.\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nSUPERVISORY RESPONSIBILITIES\\r\\n\\r\\n\\r\\n\\tHelpdesk Technician (4)&nbsp;\\r\\n\\tIT Site Manager (3)&nbsp;\\r\\n\\tSystem Engineer\\r\\n\\r\\n\\r\\nSKILLS AND QUALIFICATIONS\\r\\n\\r\\n\\r\\n\\tBachelor&rsquo;s degree in Information Technology or relevant experience\\r\\n\\t8+ years of experience in support management, IT operations, or other end-user support-based functional areas.\\r\\n\\t8+ years of supervisory experience, including leading teams and overseeing functional responsibilities\\r\\n\\tDemonstrated experience with ITSM and ITIL concepts, including incident, request, problem, and change management best practices\\r\\n\\tStrong stakeholder management and communication skills, with the ability to influence across technical and business teams\\r\\n\\tResults-driven, highly organized, and capable of managing complex operational environments\\r\\n\\tStrong technical aptitude in end-user computing, support tools, and workplace technologies\\r\\n\\tMust have attention to detail and focused concentration.\\r\\n\\tMust be able to learn new tasks and complete tasks independently.\\r\\n\\tMust possess strong organizational skills, ability to multi-task and responsiveness.\\r\\n\\r\\n\\r\\n&nbsp;PHYSICAL DEMANDS&nbsp;\\r\\n\\r\\n\\r\\n\\tReasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.\\r\\n\\r\\n\\r\\n&nbsp;WORK ENVIRONMENT\\r\\n\\r\\n\\r\\n\\tThe noise level in the work environment is usually moderate\\r\\n\\tFast-paced office environment\\r\\n\\tOn-call and event coverage availability.\\r\\n\\r\\n\\r\\n&nbsp;CERTIFICATES, LICENSES, REGISTRATIONS\\r\\n\\r\\n\\r\\n\\tMicrosoft Certified Solutions Expert (MCSE) preferred.\\r\\n\\r\\n\\r\\nOTHER DUTIES\\r\\n\\r\\nPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nThis company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.\\r\\n\\r\\n#LI-KG\\r\\n\\r\\n\\r\\nQualifications\",\"responsibilities\":\"\\r\\n\\r\\nSUMMARY: The&nbsp;End&nbsp;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.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nThis 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.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nDUTIES AND RESPONSIBILITIES\\r\\n\\r\\n\\r\\n\\tLead 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.\\r\\n\\tDefine the strategy and lifecycle governance for endpoint computing environments (Windows and Mac), ensuring alignment with security, performance, and modern workplace standards.\\r\\n\\tOwn the end-to-end service delivery framework, including ITSM processes, KPIs, and SLAs; leverage performance insights to drive continuous improvement and enhanced user experience.\\r\\n\\tDefine and implement end-user experience measurement frameworks, using insights to proactively identify pain points and drive continuous improvement initiatives.\\r\\n\\tEstablish and govern enterprise service standards, policies, and operating procedures to ensure consistency, compliance, and alignment with industry best practices.\\r\\n\\tProvide strategic oversight of distributed and on-site support functions, ensuring alignment with enterprise service expectations, security standards, and operational consistency.\\r\\n\\tOversee the enterprise mobility and device services portfolio, including vendor strategy, lifecycle management, and cost optimization.\\r\\n\\tGovern workplace service operations (Move/Add/Change), ensuring efficient execution and adherence to change management standards.\\r\\n\\tDrive the adoption of self-service capabilities, automation, and knowledge management strategies to improve resolution times, reduce support demand, and enhance user autonomy.\\r\\n\\tLead initiatives to optimize support tiers and shift-left strategies, ensuring issues are resolved at the lowest appropriate level while improving speed and user satisfaction.\\r\\n\\tLead delivery of technology services supporting high-profile business operations, including event-based support, ensuring reliability, readiness, and seamless execution.\\r\\n\\tPartner with business and IT leadership to identify experience gaps, prioritize improvements, and drive initiatives that enhance productivity and service quality.\\r\\n\\tEstablish and lead voice-of-the-customer programs, including user feedback loops, service reviews, and engagement forums to align services with evolving business needs.\\r\\n\\tPartner 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.\\r\\n\\tPartner with cybersecurity and infrastructure teams to ensure endpoint experience aligns with enterprise security standards while minimizing user friction.\\r\\n\\tLead strategic initiatives and service transformation efforts, including roadmap development, resource planning, and executive-level reporting.\\r\\n\\tParticipate 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.\\r\\n\\tSpecial projects and assignments as business dictates\\r\\n\\tResponsible for the creation, maintenance and control of all personal identifiable information (PII) or any other information protected by Confidentiality and Privacy Standards see Mass Regulations on Personal Identity Regulations and HIPAA.\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nSUPERVISORY RESPONSIBILITIES\\r\\n\\r\\n\\r\\n\\tHelpdesk Technician (4)&nbsp;\\r\\n\\tIT Site Manager (3)&nbsp;\\r\\n\\tSystem Engineer\\r\\n\\r\\n\\r\\nSKILLS AND QUALIFICATIONS\\r\\n\\r\\n\\r\\n\\tBachelor&rsquo;s degree in Information Technology or relevant experience\\r\\n\\t8+ years of experience in support management, IT operations, or other end-user support-based functional areas.\\r\\n\\t8+ years of supervisory experience, including leading teams and overseeing functional responsibilities\\r\\n\\tDemonstrated experience with ITSM and ITIL concepts, including incident, request, problem, and change management best practices\\r\\n\\tStrong stakeholder management and communication skills, with the ability to influence across technical and business teams\\r\\n\\tResults-driven, highly organized, and capable of managing complex operational environments\\r\\n\\tStrong technical aptitude in end-user computing, support tools, and workplace technologies\\r\\n\\tMust have attention to detail and focused concentration.\\r\\n\\tMust be able to learn new tasks and complete tasks independently.\\r\\n\\tMust possess strong organizational skills, ability to multi-task and responsiveness.\\r\\n\\r\\n\\r\\n&nbsp;PHYSICAL DEMANDS&nbsp;\\r\\n\\r\\n\\r\\n\\tReasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.\\r\\n\\r\\n\\r\\n&nbsp;WORK ENVIRONMENT\\r\\n\\r\\n\\r\\n\\tThe noise level in the work environment is usually moderate\\r\\n\\tFast-paced office environment\\r\\n\\tOn-call and event coverage availability.\\r\\n\\r\\n\\r\\n&nbsp;CERTIFICATES, LICENSES, REGISTRATIONS\\r\\n\\r\\n\\r\\n\\tMicrosoft Certified Solutions Expert (MCSE) preferred.\\r\\n\\r\\n\\r\\nOTHER DUTIES\\r\\n\\r\\nPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nThis company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.\\r\\n\\r\\n#LI-KG\\r\\n\\r\\n\\r\\n\",\"employmentType\":\"FULL_TIME\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"THE KRAFT GROUP\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=715F4103F5E4D572C92AFE85684343DC\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"One Patriot Place\",\"addressLocality\":\"Foxborough\",\"addressRegion\":\"MA\",\"postalCode\":2035,\"addressCountry\":\"USA\"}},\"industry\":\"Technical/Analytics\",\"validThrough\":\"-0001-11-30\",\"workHours\":\"Day\",\"educationRequirements\":\"Bachelor's Degree\"}",
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