Global End-User Experience & Service Ops Leader

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

Job summary

Nova Biomedical is seeking a Senior Manager to lead the global end user experience and service operations. The role combines hands-on leadership with modernization of onboarding, support, and device lifecycle services to scale globally.

The successful candidate will drive knowledge management, workflow automation, and data-driven improvements while partnering with HR, procurement, and IT teams to deliver a consistent, high-quality employee experience.

Qualifications

• Bachelor’s degree or equivalent in IT, CS, IS, business, or related field.
• Experience leading service desk, end user support, or IT operations/service management.
• Experience managing incidents, requests, escalations, knowledge, and continual service improvement.
• Proven ability to lead teams, coach members, and improve operational performance.
• Experience working with external service providers, vendors, or MSPs.

Responsibilities

• Own the end-user technology experience across Nova’s global workforce.
• Lead global service desk and end user support operations across locations.
• Own technology onboarding, employee transfer, and offboarding experiences.
• Develop knowledge management practices and expand self-service capabilities.
• Oversee device lifecycle, vendor governance, and automation initiatives.

Skills

Service management

Incident management

Team leadership

External vendor management

Communication skills

Education

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or related discipline, or equivalent experience

Job description

Nova Biomedical is seeking a Senior Manager to lead the global end user experience and service operations. The role combines hands-on leadership with modernization of onboarding, support, and device lifecycle services to scale globally.

The successful candidate will drive knowledge management, workflow automation, and data-driven improvements while partnering with HR, procurement, and IT teams to deliver a consistent, high-quality employee experience.