Senior Manager, End User Experience & Service Operations

Nova Biomedical•Waltham, MA

18d•Hybrid

About The Position

The Senior Manager, End User Experience & Service Operations leads Nova Biomedical’s global employee technology experience, service desk operations, end user support, onboarding services, service management practices, device lifecycle coordination, provider governance, and service automation capabilities. This hands-on leadership role combines operational execution, people leadership, vendor governance, executive support, process discipline, and service transformation. The role is focused on building and continuously improving a global employee experience capability through responsive support, seamless onboarding, reliable endpoint lifecycle services, scalable knowledge practices, service automation, and measurable service operations. The successful candidate will lead reliable support services while modernizing the employee experience through standardization, knowledge management, self-service, workflow automation, intelligent support, and data-driven continuous improvement. The position owns employee technology experience across the global workforce and works with business stakeholders and teams across Human Resources, hiring, procurement, logistics, infrastructure, cybersecurity, applications, and other functions. It oversees global service desk and end user support operations, employee lifecycle technology services, endpoint lifecycle services, and outsourced or partner-delivered support. The role also drives service analytics, operational visibility, automation, and continuous improvement to improve productivity, service quality, scalability, consistency, and employee satisfaction. The position is based in Waltham, Massachusetts, with a hybrid work arrangement. Occasional travel and participation in after-hours escalations, executive support situations, service-impacting incidents, maintenance activities, and critical business events may be required based on operational needs.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related discipline, or equivalent experience.
Experience leading service desk, end user support, employee experience, IT operations, or service management functions.
Experience managing incident, request, escalation, knowledge, and service improvement practices.
Experience leading people, coaching team members, and improving operational performance.
Experience working with external service providers, vendors, or managed service partners.
Strong written and verbal communication skills, with the ability to engage technical and non-technical stakeholders.
Leadership experience across service desk, end user support, employee experience, or IT service operations.
Strong understanding of incident, request, problem, knowledge, escalation, and major incident management practices.
Ability to partner across Human Resources, procurement, infrastructure, cybersecurity, applications, and business functions.
Strong communication, executive presence, customer focus, and operational problem-solving capabilities.

Nice To Haves

Experience supporting manufacturing, healthcare technology, life sciences, regulated, or global organizations.
Experience improving onboarding, device lifecycle, executive support, or digital workplace services.
Experience with IT service management platforms, endpoint management capabilities, workflow automation, or knowledge management programs.
Experience building support metrics, executive reporting, operational dashboards, and service review practices.
Familiarity with AI-assisted support, self-service, service automation, digital employee experience, or intelligent service operations concepts.
Relevant IT service management, leadership, or technology certifications.
Advanced employee experience design and service intelligence practices.
Workflow automation, intelligent routing, and AI-assisted support operations.
Zero-touch or low-touch onboarding, provisioning, and device lifecycle workflows.
Predictive support models using service analytics, trend data, and operational telemetry.
Autonomous service operations capabilities that reduce repeat tickets and manual support effort.
Future-state service operating model ownership across internal teams, external partners, and intelligent platforms.

Responsibilities

Own the end-user technology experience across Nova’s global workforce and identify and remove friction that affects employee productivity and service quality.
Partner with business stakeholders to improve adoption, satisfaction, and technology readiness.
Lead global service desk and end user support operations across locations and business functions.
Ensure incidents, requests, escalations, and service interactions are managed consistently and effectively.
Establish operational accountability through service standards, metrics, and escalation practices.
Own the technology onboarding, employee transfer, and offboarding experience.
Partner with Human Resources, hiring managers, procurement, logistics, and support teams to help employees become productive quickly.
Improve the speed, quality, consistency, and automation maturity of employee lifecycle services.
Develop and maintain knowledge management practices that improve consistency and reduce repeat support effort.
Expand self-service, guided support, and shift-left capabilities for common employee needs.
Keep procedures, knowledge articles, and service documentation accurate, usable, and governed.
Oversee endpoint lifecycle services, including forecasting, procurement coordination, configuration, deployment, support, replacement, and retirement.
Coordinate device readiness, logistics, and shipping activities with internal teams and external partners.
Support hardware standards and workplace technology services that improve reliability, security, cost control, and user experience.
Manage outsourced and partner-delivered support services as an extension of Nova’s internal operating model.
Establish provider service reviews, performance scorecards, escalation processes, and accountability measures.
Ensure providers meet expected service standards, quality levels, and business outcomes.
Identify opportunities to reduce manual effort through workflow automation, self-service, and intelligent support practices.
Use service analytics, trend analysis, and operational metrics to improve service quality and reduce recurring issues.
Drive continuous improvement initiatives that increase scalability, consistency, and employee satisfaction.