Senior End User Experience Manager

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 is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any applicationor network, before employees notice the issue. As the first solutionto allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,300 customers to provide better digital experiences to more than 18 millionemployees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

We'relooking for a Senior End User Experience Manager to lead our global EUE team and redefine what internal IT support looks like at Nexthink. This is not a traditional help-desk management role;it's a mandate to build a modern, largely self-service, AI-augmented support model, anchored by two flagship internal deployments:Spark, our AI-powered personal IT agent delivering autonomous support to every employee, and ournewAI-powered ITSM platform replacing legacy ticketing infrastructure.

You'll manage a 9-person team spread across five countries, own the full IT Workplace experience end-to-end (devices, peripherals, remote office infrastructure, and beyond), and personally drive the adoption curve for Sparkand our new AI-powered ITSM platform-working directly with the Engineering and Product teams building them, since both platforms are still in active development.You'llalso carry security and compliance into everything you do: Nexthink is ISO 27001 and SOC 2 Type II certified, and your team's processes are part of that certification boundary.

Nexthink sells Digital Employee Experience (DEX)management;which means this role is also our own best reference customer.We'relooking for someone who wants to actively use, stress-test, and enhance our own DEX platform internally, feeding real operational insight back into the product and acting as an internal champion for what great DEX looks like in practice.

This role reports directly to the Senior IT Director and owns a budget covering tooling, vendor contracts, and team resourcing decisions.

Qualifications

Required

• 5+ years of hands-on people management experience, ideally leading distributed/global teams.
• Demonstrated experience managing IT end-user support or workplace technology functions at scale.
• Genuine interest and hands-on experience in automation and AI-driven support tooling-this role requires someone who wants toeliminatemanual work, not preserve it.
• Genuine enthusiasm for Digital Employee Experience (DEX) as a discipline, with willingness to be a hands-on internal user and advocate of Nexthink's own DEX platform.
• Comfortable operating with in-development products: ability to work directly with Engineering/Product teams, tolerate ambiguity, and provide structured operational feedback.
• Strong analytical mindset: comfortable working with data, SLAs, and KPIs to drive decisions rather than intuition alone.
• Working exposure to ISO 27001 and/or SOC 2 Type II frameworks, with an understanding of how end-user computing controls fit into a certified environment.
• ITIL certification.
• University degree.
• Native Spanish speaker with professional-level English (written and verbal).
• Strong written and verbal communication skills, with the ability to influence stakeholders at all levels, including Engineering, Product, and executive leadership.

Additional Information

All your information will be kept confidential according to EEO guidelines.