Global End User Experience & Service Operations Lead

Nova Biomedical Corporation; Waltham (MA); Hybrid; USD 180,000 - 220,000; Full time

Job summary

Nova Biomedical is seeking a Senior Manager End User Experience & Service Operations in Waltham, MA. This role leads Nova's global employee technology experience, service desk operations, onboarding services, and device lifecycle management, driving automation and knowledge mgmt to improve productivity.

You will partner with HR, procurement, and IT to standardize processes, govern providers, and scale operations while delivering a consistent, high-quality service experience for a global

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business or related discipline, or equivalent experience.
• Proven experience leading service desk, end-user support, or IT operations and service management.
• Experience managing incidents, requests, escalation, and service improvement practices.

Responsibilities

• Own the global end-user experience and service desk operations across Nova's workforce.
• Lead global service desk and end-user support operations across locations and business functions.
• Oversee onboarding, employee lifecycle services, and device lifecycle management.
• Partner with HR, procurement, and IT teams to ensure fast productivity and onboarding.
• Establish service standards, metrics, and escalation practices for accountability.
• Drive automation, knowledge management, and self-service initiatives to reduce manual work.
• Manage outsourced providers as an extension of Nova's operating model.

Skills

Leadership

Incident management

Service delivery

Vendor governance

Cross-functional collaboration

Executive communication

Education

Bachelor's degree in Information Technology or related field

Tools

ITSM platforms

Endpoint management

Workflow automation

Job description

Nova Biomedical is seeking a Senior Manager End User Experience & Service Operations in Waltham, MA. This role leads Nova's global employee technology experience, service desk operations, onboarding services, and device lifecycle management, driving automation and knowledge mgmt to improve productivity.

You will partner with HR, procurement, and IT to standardize processes, govern providers, and scale operations while delivering a consistent, high-quality service experience for a global