IT End User Experience Manager

Swagelok Company•Solon, OH

5d•Hybrid

About The Position

The Manager, End User Experience provides strategic and operational leadership for the technologies, services, and teams that shape the company’s global digital workplace. The role leads end-user computing, collaboration platforms, service desk operations, and enterprise and commercial business applications, including Microsoft 365, Exchange, SAP client access, SaaS offerings, CRM, planning systems, business services, and product-support platforms. This leader partners with business and IT stakeholders to deliver secure, reliable, scalable, and intuitive solutions; optimizes the Microsoft ecosystem; owns technology and application roadmaps, vendor relationships, change management and adoption, service performance, and continuous improvement; and develops a high-performing, customer-focused team.

Requirements

Bachelor’s degree in computer science, information systems, business administration, or a related field, or equivalent experience.
10 years + of IT experience including 5+ years of leading end user experience and applications function.
Progressive leadership experience across IT operations, end-user technologies, collaboration, service management, or enterprise/business applications.
Demonstrated success in people leadership, coaching, performance management, talent development, and leading change.
Experience managing business-critical platforms such as Microsoft 365, Exchange, SAP client access, SaaS offerings etc.
Knowledge of service metrics, incident, problem, change and release management, vendor management, budgets, and continuous improvement.
Strong customer, relationship, conflict-resolution, collaboration, and business communication skills; ability to support off-hours needs when required.

Nice To Haves

Experience leading global or distributed teams and 24x7 operations.
Experience with ITIL or similar frameworks, product management, organizational change, adoption, managed services, and enterprise technology agreements.
Relevant Microsoft, cloud, service management, project management, or enterprise application certifications.

Responsibilities

Define and execute the global end-user experience strategy across end-user computing, collaboration, service desk, enterprise applications, and commercial IT services.
Partner with business and IT leaders to translate priorities into requirements and multiyear product and technology roadmaps aligned to business outcomes.
Establish governance, standards, policies, lifecycle practices, metrics, and reporting for service health, risk, investment, adoption, and business value.
Evaluate industry and product trends to improve user experience, productivity, resilience, security, and cost effectiveness.
Lead engineering, operations, support, and lifecycle management for end-user devices, operating systems, mobile technologies, peripherals, collaboration tools, and related services.
Own strategy, adoption, technical direction, and operational health for the Microsoft ecosystem, including Microsoft 365, Exchange, Teams, SharePoint, OneDrive, Intune, endpoint management, and related capabilities.
Ensure platforms and device-management practices meet expectations for security, availability, performance, reliability, compliance, usability, and diverse workforce needs.
Oversee end-user computing and collaboration initiatives from design through implementation, transition, adoption, and support.
Lead the portfolio supporting business operations and commercial capabilities.
Establish ownership, service models, support tiers, escalation paths, roadmaps, lifecycle plans, and integration standards.
Partner with business owners, product owners, architects, cybersecurity, infrastructure, vendors, and implementation partners to deliver secure, resilient and scalable solutions.
Prioritize enhancements, defects, upgrades, integrations, and technical debt based on value, risk, customer impact, and capacity.
Ensure application performance, availability, access, data integrity, controls, documentation, licensing, and support readiness meet standards.
Provide direction for service desk operations and timely, professional support, including appropriate after-hours escalation coverage.
Establish relevant metrics and ensure the service level is maintained for improved customer experience.
Balance dependable daily operations with automation, self-service, knowledge management, proactive support, and continuous improvement.
Use customer insights and service data to remove obstacles and improve the end user experience.
Manage vendor and partner performance, service levels, risks, renewals, contracts, licensing, value realization, and escalations.
Manage operating and project budgets and optimize cost, demand, licensing, and the technology portfolio.
Lead organizational and technology changes through stakeholder engagement, communications, training, adoption, readiness, and reinforcement.
Ensure deployments, releases, and changes follow established controls and minimizes business disruption.
Build an inclusive, high-performing, customer-focused culture centered on accountability, collaboration, learning, service excellence, and continuous improvement.
Coach, develop, and evaluate direct reports; set goals, provide feedback, conduct performance reviews, and create development and succession plans.
Develop capabilities in product ownership, application management, engineering, operations, customer experience, vendor management, and business partnership.
Identify and mitigate operational, technology, vendor, and application risks; lead complex or high-impact escalations.
Participate in support activities as needed, back up other IT Operations leaders, and perform other assigned duties.