Global End-User Experience & Service Operations Lead

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

Job summary

Nova Biomedical in Waltham, MA, seeks a Senior Manager for End User Experience & Service Operations to lead the global employee technology experience, service desk, onboarding, and automation initiatives. This hands-on leader will standardize processes, scale support, and drive data-driven improvement across the enterprise.

The role emphasizes partnering with HR, procurement, cybersecurity, and business functions to improve onboarding speed, technology readiness, and self-service adoption while

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or related discipline.
• Experience leading service desk, end user support, employee experience, IT operations, or service management functions.
• Experience managing incident, request, escalation, knowledge, and service improvement practices.
• Strong written and verbal communication skills with executive presence.

Responsibilities

• Lead global service desk and end user support operations.
• Establish service standards, metrics, and escalation practices.
• Own onboarding, transfer, and offboarding experiences.
• Oversee device lifecycle and workplace technology services.
• Manage outsourced support providers and vendor governance.
• Drive automation, knowledge management, and continuous improvement.

Skills

Leadership

Incident management

Vendor governance

Service delivery

Executive communication

Education

Bachelor’s degree in IT/CS/IS/Business

Tools

ITSM platforms

Job description

Nova Biomedical in Waltham, MA, seeks a Senior Manager for End User Experience & Service Operations to lead the global employee technology experience, service desk, onboarding, and automation initiatives. This hands-on leader will standardize processes, scale support, and drive data-driven improvement across the enterprise.

The role emphasizes partnering with HR, procurement, cybersecurity, and business functions to improve onboarding speed, technology readiness, and self-service adoption while