End-User Experience Leader, Digital Workplace

Kraft Group Llc; Foxborough (MA); On-site; USD 140,000 - 190,000; Full time

Job summary

Kraft Group Llc is seeking a Senior End User Experience Manager to lead and scale enterprise end-user support across multiple sites in Massachusetts. You will drive service quality, user satisfaction, and efficient operations by aligning ITSM with business needs and security standards.

The role emphasizes endpoint strategy, mobility management, and a framework for continuous improvement through data-driven insights and cross-functional collaboration.

Qualifications

• Bachelor’s degree in Information Technology or related field required.
• 8+ years of experience in support management, IT operations, or related end-user support areas.
• 8+ years of supervisory experience leading teams and managing functions.
• Solid understanding of ITSM and ITIL processes (incident, request, problem, change).
• Strong stakeholder management and cross-functional communication abilities.

Responsibilities

• Lead and evolve enterprise end-user support including helpdesk and multi-site teams.
• Define strategy and governance for endpoint environments (Windows/Mac).
• Own end-to-end service delivery framework with ITSM processes and SLAs.
• Establish and govern enterprise service standards, policies and procedures.
• Oversee on-site and distributed support aligned with security and operations standards.
• Drive mobility and device service portfolio management and cost optimization.
• Promote self-service, automation, and knowledge management to reduce issues.
• Collaborate with IT leadership to evolve digital workplace strategy.

Skills

Leadership

ITSM/ITIL

Stakeholder management

Communication skills

End-user computing

Education

Bachelor’s degree in Information Technology

MCSE certification (preferred)

Job description

Kraft Group Llc is seeking a Senior End User Experience Manager to lead and scale enterprise end-user support across multiple sites in Massachusetts. You will drive service quality, user satisfaction, and efficient operations by aligning ITSM with business needs and security standards.

The role emphasizes endpoint strategy, mobility management, and a framework for continuous improvement through data-driven insights and cross-functional collaboration.