Global End-User Experience Lead — AI-Driven IT Support

Nexthink; España; Presencial; USD 140.000 - 190.000; Jornada completa

Descripción de la vacante

Nexthink in Boston, MA is seeking a Senior End User Experience Manager to lead our global EUE team and redefine internal IT support. You will drive a modern, self-service, AI-augmented model and oversee Spark and the new AI-powered ITSM platform as they evolve with Engineering and Product.

You will manage a 9-person team across five countries, own the full IT Workplace experience (devices, remote offices, and beyond), and ensure security and compliance within ISO 27001 and SOC 2 Type II

Formación

• 5+ years managing distributed/global teams
• Experience managing IT end-user support or workplace technology at scale
• Automation and AI-driven support tooling experience
• Genuine enthusiasm for Digital Employee Experience (DEX) and internal advocacy
• Comfort operating with in-development products and providing structured feedback
• Strong analytical mindset with data, SLAs, and KPIs
• Exposure to ISO 27001 and/or SOC 2 Type II frameworks
• ITIL certification
• Native Spanish speaker with professional English
• Strong written and verbal communication skills for stakeholder influence
• Bachelor’s or higher degree required

Responsabilidades

• Lead a 9-person team distributed across five countries.
• Own the full IT Workplace experience (devices, peripherals, remote office infrastructure, and beyond).
• Drive adoption of Spark and the AI-powered ITSM platform in collaboration with Engineering and Product teams.
• Incorporate security and compliance into all processes within ISO 27001 and SOC 2 Type II boundaries.
• Act as an internal champion for Nexthink's Digital Employee Experience (DEX) platform and use it to inform product feedback.
• Oversee budgeting for tooling, vendor contracts, and team resourcing decisions.

Conocimientos

People management

IT end-user support

Automation & AI tooling

Digital Employee Experience

Engineering/Product collaboration

Data-driven decision making

ISO 27001 / SOC 2 awareness

ITIL certification

University degree

Spanish & English bilingual

Stakeholder influence

Educación

University degree

Descripción del empleo

Nexthink in Boston, MA is seeking a Senior End User Experience Manager to lead our global EUE team and redefine internal IT support. You will drive a modern, self-service, AI-augmented model and oversee Spark and the new AI-powered ITSM platform as they evolve with Engineering and Product.

You will manage a 9-person team across five countries, own the full IT Workplace experience (devices, remote offices, and beyond), and ensure security and compliance within ISO 27001 and SOC 2 Type II