End User Experience Senior Manager

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

SUMMARY: The End User Experience Senior Manager is responsible for defining and advancing the strategy, standards, and delivery of end-user technology services across all TKG operating companies. This role focuses on optimizing the overall employee technology experience by aligning support operations, endpoint services, and workplace technologies with business needs and enterprise priorities. This leader drives continuous improvement in service quality, user satisfaction, and operational efficiency through data-driven insights, modern service management practices, and strong partnership with IT and business leadership. The role serves as a key advisor on end-user experience, service delivery strategy, and digital workplace evolution.

Duties And Responsibilities

• Lead and evolve the enterprise end-user support model, including helpdesk and multi-site support teams, with a focus on service quality, user experience, and scalable operating models.
• Define the strategy and lifecycle governance for endpoint computing environments (Windows and Mac), ensuring alignment with security, performance, and modern workplace standards.
• Own the end-to-end service delivery framework, including ITSM processes, KPIs, and SLAs; leverage performance insights to drive continuous improvement and enhanced user experience.
• Define and implement end-user experience measurement frameworks, using insights to proactively identify pain points and drive continuous improvement initiatives.
• Establish and govern enterprise service standards, policies, and operating procedures to ensure consistency, compliance, and alignment with industry best practices.
• Provide strategic oversight of distributed and on-site support functions, ensuring alignment with enterprise service expectations, security standards, and operational consistency.
• Oversee the enterprise mobility and device services portfolio, including vendor strategy, lifecycle management, and cost optimization.
• Govern workplace service operations (Move/Add/Change), ensuring efficient execution and adherence to change management standards.
• Drive the adoption of self-service capabilities, automation, and knowledge management strategies to improve resolution times, reduce support demand, and enhance user autonomy.
• Lead initiatives to optimize support tiers and shift-left strategies, ensuring issues are resolved at the lowest appropriate level while improving speed and user satisfaction.
• Lead delivery of technology services supporting high-profile business operations, including event-based support, ensuring reliability, readiness, and seamless execution.
• Partner with business and IT leadership to identify experience gaps, prioritize improvements, and drive initiatives that enhance productivity and service quality.
• Establish and lead voice-of-the-customer programs, including user feedback loops, service reviews, and engagement forums to align services with evolving business needs.
• Partner with IT leadership to define and evolve the digital workplace strategy, including collaboration tools, endpoint experience, and emerging technologies that enhance employee productivity and engagement.
• Partner with cybersecurity and infrastructure teams to ensure endpoint experience aligns with enterprise security standards while minimizing user friction.
• Lead strategic initiatives and service transformation efforts, including roadmap development, resource planning, and executive-level reporting.
• Participate in the rotation of event coverage and manage the on-call coverage rotation and escalation process to ensure consistent, reliable support across all operating companies and events.
• Special projects and assignments as business dictates
• Responsible for the creation, maintenance and control of all personal identifiable information (PII) or any other information protected by Confidentiality and Privacy Standards see Mass Regulations on Personal Identity Regulations and HIPAA.

Supervisory Responsibilities

• Helpdesk Technician (4)
• IT Site Manager (3)
• System Engineer

Skills And 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 functional areas.
• 8+ years of supervisory experience, including leading teams and overseeing functional responsibilities
• Demonstrated experience managing IT service problems and related tickets through root-cause analysis, corrective action, and closure.
• Demonstrated experience with ITSM and ITIL concepts, including incident, request, problem, and change management best practices
• Strong stakeholder management and communication skills, with the ability to influence across technical and business teams
• Results-driven, highly organized, and capable of managing complex operational environments
• Ability to define, monitor, and improve SLAs, KPIs, and operational service targets
• Proficiency in developing, analyzing, and presenting service-management metrics and reports
• Strong technical aptitude in end-user computing, support tools, and workplace technologies
• Must have attention to detail and focused concentration.
• Must be able to learn new tasks and complete tasks independently.
• Must possess strong organizational skills, ability to multi-task and responsiveness.

PHYSICAL DEMANDS

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• The noise level in the work environment is usually moderate
• Fast-paced office environment
• On-call and event coverage availability.

CERTIFICATES, LICENSES, REGISTRATIONS

• Microsoft Certified Solutions Expert (MCSE) preferred.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.