End-User Experience Leader, Digital Workplace

Rand-Whitney; Foxborough, Northern (MA, KY); Hybrid; USD 132,000 - 155,000; Full time

Job summary

The Kraft Group is seeking an End User Experience Senior Manager to drive strategy and delivery of employee technology services across all operating companies. You will align support operations, endpoints, and workplace tech with business priorities during a period of continuous improvement.

You will lead service delivery, establish standards, and partner with IT leadership to optimize user satisfaction, security alignment, and organizational efficiency.

Qualifications

• Bachelor’s degree required; 8+ years in end-user support or IT operations.
• Proven supervisory experience leading multiple teams.
• Strong ITSM/ITIL knowledge and incident management experience.
• Ability to define SLAs, KPIs and run performance reporting.
• Experience with Windows and Mac endpoint environments.
• Excellent stakeholder communication and collaboration with IT and business.

Responsibilities

• Lead and evolve the enterprise end-user support model across sites.
• Define strategy and governance for endpoint computing (Windows/macOS).
• Own end-to-end service delivery framework, with ITSM processes and SLAs.
• Develop end-user experience metrics and drive continuous improvement.
• Establish and enforce enterprise service standards and policies.
• Oversee distributed and on-site support functions and security alignment.
• Manage enterprise mobility and device services lifecycle and costs.
• Govern Move/Add/Change of workplace services.
• Promote self-service and knowledge management to reduce support demand.
• Lead escalation and on-call processes for reliability.
• Deliver technology services for high-profile operations and events.
• Partner with leadership to identify gaps and drive improvements.
• Lead voice-of-the-customer programs and feedback loops.
• Align digital workplace strategy with productivity goals.
• Collaborate with cybersecurity and infrastructure to minimize friction.
• Lead strategic initiatives, roadmaps, resource planning.
• Participate in event coverage rotations.
• Handle confidential data per privacy standards.

Skills

End-user support

ITSM / ITIL

Stakeholder management

Service metrics

Governance

Endpoint management

Change management

On-call support

Data-driven decisions

Communication

Education

Bachelor’s degree in Information Technology

Job description

The Kraft Group is seeking an End User Experience Senior Manager to drive strategy and delivery of employee technology services across all operating companies. You will align support operations, endpoints, and workplace tech with business priorities during a period of continuous improvement.

You will lead service delivery, establish standards, and partner with IT leadership to optimize user satisfaction, security alignment, and organizational efficiency.