Global End-User Experience & Service Operations Lead

NOVA Biomedical GmbH; Waltham (MA); On-site; USD 180,000 - 220,000; Full time

Job summary

Nova Biomedical Corporation seeks a Senior Manager, End User Experience & Service Operations to lead global employee technology experience, service desk operations, and onboarding services. This leadership role combines people management with process discipline and automation to scale Nova’s support globally.

Reporting to the VP of Information Security & Infrastructure Operations, the role drives standardization, knowledge management, and data‑driven improvement while partnering with HR,

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or related discipline, or equivalent experience.
• 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.
• Experience leading people, coaching team members, and improving operational performance.
• Experience working with external service providers, vendors, or managed service partners.
• Strong written and verbal communication skills with the ability to engage technical and non-technical stakeholders.

Responsibilities

• Own the end-user technology experience across Nova’s global workforce.
• Lead global service desk and end user support operations.
• Ensure incidents, requests, escalations, and service interactions are managed consistently and effectively.
• Establish service standards, metrics, and escalation practices.
• Oversee device lifecycle and onboarding/offboarding processes.
• Drive continuous improvement through automation and knowledge management.

Skills

Leadership experience

Incident & escalation

Team leadership

Vendor governance

Cross-functional collaboration

Executive communication

Outsourced providers

Education

IT degree

Job description

Nova Biomedical Corporation seeks a Senior Manager, End User Experience & Service Operations to lead global employee technology experience, service desk operations, and onboarding services. This leadership role combines people management with process discipline and automation to scale Nova’s support globally.

Reporting to the VP of Information Security & Infrastructure Operations, the role drives standardization, knowledge management, and data‑driven improvement while partnering with HR,