IT Experience Manager

Michael Baker International•United States,

18h•$89,043 - $128,557

About The Position

The IT Experience Manager will be a digital IT experience champion for employees by accelerating self-service adoption, researching and applying AI-driven automation, and enabling self-healing IT systems. This role extends beyond traditional service desk management to design intuitive, user-centric digital touchpoints, intelligent routing, and proactive, automated resolution. You will guide the service desk and ITSM improvements to deliver frictionless, high-quality employee experience that aligns with ITIL practices and business objectives. You will manage two Service Desk Supervisors and the Level 1 and Level 2 support teams, ensuring timely incident response, meaningful user interactions, and continuous service enhancements through automation and self-service empowerment.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field
Minimum of 10 years of experience in IT service delivery, with at least 5 years in an ITSM related role, preferably within the construction or engineering sector.
ITIL Foundation or higher preferred; additional IT service management, leadership, UX, or AI/automation certifications are a plus.
Proven experience in leading cross-functional teams and managing multiple projects simultaneously while maintaining a focus on service quality.
Strong understanding of ITIL principles and best practices; track record of applying them to enhance user experience, including automation-aware processes.
Proven ability to lead and develop high-performing teams; experience coaching in customer-centric environments and resilience in automation-enabled operations.
Proficient in defining, tracking, and analyzing service metrics; skilled in dashboards, reporting, and translating data into user-centric improvements and automation outcomes.
Excellent communication and collaboration skills; ability to convey technical concepts to non-technical stakeholders and advocate for the employee experience.
Strong analytical and troubleshooting skills with a customer-service orientation; adept at identifying automation opportunities that improve user journeys.

Nice To Haves

ITIL Foundation or higher preferred
additional IT service management, leadership, UX, or AI/automation certifications are a plus.

Responsibilities

Shape and oversee the digital employee experience across the Service Desk with emphasis on intuitive self-service, automated triage, and proactive, user-friendly ticketing communications.
Define and drive the strategy for self-service adoption (knowledge base, bots, guided workflows, and service catalog enhancements) to reduce ticket volume and reduce user effort.
Design and manage shift coverage, staffing levels, workloads, and on-call rotations to meet SLA targets while prioritizing employee experience and automated throughput.
Provide guidance for intelligent routing, escalation, and proactive user communications to minimize disruption and maximize satisfaction; leverage AI-assisted triage where appropriate.
Monitor and optimize ticket queues, backlogs, throughput, and automated resolution rates to sustain exceptional user experiences.
Lead initiatives to create robust self-service experiences (FAQs, guided resolutions, chatbots, AI assistants) and measurable increases in self-service adoption.
Define and implement self-healing mechanisms (automated remediation, automated ticket creation/closure, health checks, predictive alerts) to reduce manual interventions by technicians.
Partner with the ITSM team to establish governance for reporting projects to focus on resolution quality, effort to resolve, and impact to productivity.
Define and enforce experience-focused quality standards for incident handling, problem management, and service requests with a lens on automation-assisted interactions.
Implement QA activities (call/chat/email reviews, ticket quality checks) with actionable feedback to improve the employee experience.
Lead initiatives to improve first contact resolution, MTTR, and user satisfaction through design, automation, self-service, and streamlined workflows.
Partner with IT and business leaders to identify process gaps, automate routine tasks, and optimize tools to reduce friction; continuously evaluate emerging AI/automation opportunities.
Ensure effective incident management practices, including major incident coordination and post-incident reviews from an employee experience perspective; include learnings for automation and self-healing actions.
Define, track, and report KPIs focused on employee experience and automation outcomes (e.g., CSAT, user effort, first contact resolution, automated resolution rate, self-service adoption, mean time to auto-remediate).
Act as a liaison between IT teams, contractors, and business units to align support services with employee needs; advocate for automation-enabled experiences.
Manage stakeholder expectations, communicate updates, and coordinate with other IT service managers on cross-functional incidents, focusing on minimizing user disruption.
Directly manage two Service Desk Supervisors who oversee Level 1 and Level 2 technicians, and the Executive Support Specialist who assists our executive leaders.