End-User Experience Manager

CRH Americas • Omaha, NE

3d

About The Position

The End User Manager (EUx Mgr) is responsible for leading the team that delivers technology support and services to end users across the organization. This role focuses on ensuring a positive user experience by managing day-to-day support operations, implementing service standards, and responding to user feedback. The End User Manager works closely with IT and business teams to resolve issues, improve processes, and ensure technology solutions meet user needs. This position also oversees the training and development of support staff, monitors performance metrics, and drives continuous improvement in service delivery.

Requirements

• Bachelor's degree in Information Technology, Business, or a related field, or equivalent experience.
• Experience in IT support, help desk management, or user services.
• Strong leadership and team development skills.
• Excellent communication skills—verbal, written, and interpersonal.
• Ability to analyze feedback and performance data to drive improvements.
• Customer-focused approach to problem solving.
• Ability to work effectively with cross-functional teams.
• Proficiency in preparing documents and presentations.
• Willingness to travel to user sites as needed (20%-40% travel).
• Effective written, verbal, and phone communication.
• Proficiency in preparing documents and presentations.
• Ability to work for extended periods in a seated position.

Nice To Haves

• Prior experience managing or leading a team is preferred.
• Familiarity with ITIL, Agile, or similar frameworks is a plus.

Responsibilities

• Lead and manage the End User Support team, ensuring effective and timely resolution of user issues.
• Implement and maintain service standards and guidelines for user-facing technology and support.
• Monitor user satisfaction through feedback, surveys, and performance metrics; identify areas for improvement.
• Oversee deployment, management, and refresh of hardware and technology assets for end users.
• Collaborate with IT and business teams to address user needs and resolve technology challenges.
• Train, mentor, and develop support staff to deliver high-quality service.
• Communicate effectively with users and stakeholders, translating technical concepts as needed.
• Ensure compliance with IT policies and procedures.
• Foster a customer-centric mindset within the team, focusing on improving user satisfaction and productivity.
• Recommend and implement process improvements to enhance the end user experience.

Benefits

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees