End-User Experience Leader — IT Services & Workplace

The Kraft Group; 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 define and advance the strategy, standards, and delivery of end-user technology services across the group. This role focuses on aligning support operations, endpoint services, and workplace technologies with business needs and enterprise priorities to improve employee productivity and satisfaction.

You will lead multi-site end-user support, govern endpoint computing, and drive continuous improvement using data-driven insights,

Qualifications

• Bachelor’s degree in Information Technology or relevant experience.
• 8+ years of experience in support management, IT operations, or other end-user support-based areas.
• 8+ years of supervisory experience leading teams and overseeing responsibilities.
• Experience with IT service problems and root-cause analysis, corrective actions and closure.
• Experience with ITSM and ITIL concepts (incident, request, problem, change).
• Strong stakeholder management and communication skills across technical and business teams.
• Results-driven, highly organized, and able to manage complex environments.
• Ability to define, monitor, and improve SLAs, KPIs, and targets.

Responsibilities

• Lead and evolve the enterprise end-user support model across multi-site teams.
• Define strategy and governance for endpoint computing (Windows and Mac).
• Own end-to-end service delivery framework with ITSM, KPIs, and SLAs.
• Define and implement end-user experience measurement frameworks.
• Establish and govern enterprise service standards and procedures.
• Provide strategic oversight of distributed and on-site support functions.
• Oversee mobility and device services portfolio, including cost optimization.
• Govern workplace service operations (Move/Add/Change) and change management.
• Drive self-service, automation, and knowledge management to reduce resolution times.
• Lead shift-left initiatives to resolve issues at the lowest appropriate level.
• Guide technology services supporting high-profile operations with reliability and readiness.
• Identify experience gaps and drive productivity improvements with IT leadership.
• Lead voice-of-the-customer programs and service reviews.

Skills

Support management

ITIL concepts

Stakeholder management

SLA management

Communication skills

Organizational skills

End-user computing

Team leadership

Root-cause analysis

Change management

Incident management

Shift-left

Education

Bachelor's degree in Information Technology

Job description

The Kraft Group is seeking an End User Experience Senior Manager to define and advance the strategy, standards, and delivery of end-user technology services across the group. This role focuses on aligning support operations, endpoint services, and workplace technologies with business needs and enterprise priorities to improve employee productivity and satisfaction.

You will lead multi-site end-user support, govern endpoint computing, and drive continuous improvement using data-driven insights,