IT Team Lead - End User Experience

Mondi Group; Jackson (MO); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Professional development

Employee discounts

Job summary

Mondi Group seeks a seasoned IT Manager to lead End User Experience across the Americas, ensuring secure, efficient, and reliable user support and workplace technologies. You will partner with Mondi Group IT, business stakeholders, and vendors to enable operational excellence across offices and manufacturing sites.

The role demands 5-10+ years in IT with leadership, strong Windows and networking knowledge, ITIL/ServiceNow experience, and a track record of delivering technology initiatives in

Qualifications

• Bachelor1 degree in Computer Science, Information Technology, or related field.
• 5-10+ years IT experience with leadership responsibilities.
• Strong knowledge of Windows OS, networking, cybersecurity, and virtualization.
• Experience with IT service management tools (ITIL, ServiceNow).
• Project management skills and track record delivering technology initiatives.
• Excellent leadership and communication across functions.
• Experience in manufacturing/industrial environments preferred.
• Certifications such as ITIL, PMP, AWS, Azure, Cisco, or CompTIA Security+ preferred.

Responsibilities

• Lead the End User Experience (EUX) function across the Americas.
• Coordinate with Mondi IT to manage end-user devices and workplace tech.
• Ensure cybersecurity policy compliance and device hardening standards.
• Oversee imaging, lifecycle management, and procurement of hardware/software.
• Lead EUX projects, technology implementations, and upgrades.
• Partner with vendors for asset management and inventory control.
• Support manufacturing operations with reliable shopfloor tech.
• Oversee service delivery and escalation processes to maintain high satisfaction.
• Drive continuous improvement in technology performance and security.

Skills

Leadership

Communication

Problem solving

Influence & collaboration

Windows operating systems

Networking

Cybersecurity

Virtualization

Education

Bachelor1 degree in Computer Science/Information Technology

Tools

ITIL

ServiceNow

Job description

About Mondi

At Mondi, we offer packaging and paper solutions designed to support a circular economy. We've grown from a single paper mill to a global leader in sustainable packaging and paper, with our 24,000 employees working across 100+ production sites in more than 30 countries.

About The Role

The IT Manager – End User Experience is responsible for leading end-user technology support and services across the Americas region. This role ensures a secure, efficient, and reliable technology environment by managing user support operations, workplace technologies, end-user devices, and strategic IT initiatives. The position partners closely with Mondi Group IT, business stakeholders, and external vendors to deliver a seamless technology experience that enables operational excellence across office and manufacturing environments.

Your Mission

• Lead and manage the End User Experience (EUX) function, providing support to users across the Americas region.
• Coordinate with Mondi Group IT to administer and support end-user devices and workplace technologies.
• Ensure compliance with cybersecurity policies, auditing requirements, and device hardening standards.
• Manage hardware imaging processes and oversee the lifecycle management of end-user equipment.
• Lead EUX-related projects, technology implementations, and system upgrades.
• Partner with approved vendors for procurement, asset management, and inventory control of hardware and software.
• Support manufacturing operations by ensuring reliable performance of shopfloor workstations and related technologies.
• Oversee service delivery and technical support escalation processes to maintain high levels of user satisfaction.
• Drive continuous improvement initiatives that enhance technology performance, security, and user experience.

Your Profile

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5–10+ years of progressive IT experience, including leadership or people management responsibilities.
• Strong technical knowledge of Windows operating systems, networking, cybersecurity, and virtualization technologies.
• Experience with IT service management frameworks and tools, including ITIL and ServiceNow.
• Solid understanding of project management principles and successful delivery of technology initiatives.
• Excellent leadership, communication, and problem‑solving skills with the ability to influence and collaborate across functions.
• Experience supporting manufacturing or industrial environments is preferred.
• Professional certifications such as ITIL, PMP, AWS, Microsoft Azure, Cisco (CCNA/CCNP), or CompTIA Security+ are preferred.

EEO Statement

At Mondi, we believe our strength comes from the diversity of our people. We are committed to creating an inclusive workplace where everyone feels respected, valued and empowered to contribute. We welcome talent from all backgrounds and encourage you to apply, even if you don’t meet every single requirement.