End-User Experience Lead, Service Delivery & Strategy

The Kraft Group & Affiliates; Foxborough (MA); On-site; USD 140,000 - 200,000; Full time

Job summary

The Kraft Group & Affiliates seeks an End User Experience Senior Manager to define and advance the strategy, standards, and delivery of end-user technology services across its operating companies in Massachusetts and beyond.

This role focuses on optimizing the employee technology experience by aligning support operations, endpoint services, and workplace technologies with business priorities, data-driven insights, and modern service management practices.

Qualifications

• Bachelor's degree in Information Technology or equivalent experience.
• 8+ years in support management, IT operations, or end-user support.
• 8+ years of supervisory experience, leading teams and responsibilities.
• Experience managing IT service problems through root-cause analysis and closure.
• Experience with ITSM/ITIL incident, request, problem, change management.

Responsibilities

• Lead enterprise end-user support model, improving service quality and user experience.
• Define strategy and governance for endpoint computing (Windows and Mac).
• Own end-to-end service delivery framework with KPIs and SLAs.
• Establish end-user experience measurement frameworks and continual improvement.
• Govern enterprise standards, policies, and operating procedures.
• Provide strategic oversight of distributed and on-site support functions.
• Oversee enterprise mobility and device services portfolio and cost optimization.
• Drive self-service adoption, automation, and knowledge management.

Skills

End-user support leadership

ITSM & ITIL

Vendor & stakeholder mgmt

Data-driven decision making

Strategic planning

Education

Bachelor's degree in Information Technology

Tools

MCSE

Job description

The Kraft Group & Affiliates seeks an End User Experience Senior Manager to define and advance the strategy, standards, and delivery of end-user technology services across its operating companies in Massachusetts and beyond.

This role focuses on optimizing the employee technology experience by aligning support operations, endpoint services, and workplace technologies with business priorities, data-driven insights, and modern service management practices.