IT Experience Manager

📋 Description

• Design and manage the digital employee experience across the Service Desk, focusing on seamless self-service, automated triage, and proactive, user-friendly ticketing communications.

• Establish and promote strategies for self-service adoption (knowledge base, bots, guided workflows, and service catalog enhancements) to decrease ticket volume and lessen user effort.

• Oversee shift coverage, staffing levels, workloads, and on-call rotations to achieve SLA targets while emphasizing employee experience and automated throughput.

• Offer guidance on intelligent routing, escalation, and proactive user communications to minimize disruptions and enhance satisfaction; utilize AI-assisted triage when applicable.

• Track and enhance ticket queues, backlogs, throughput, and automated resolution rates to maintain outstanding user experiences.

• Spearhead initiatives to develop comprehensive self-service experiences (FAQs, guided resolutions, chatbots, AI assistants) and measurable increases in self-service adoption.

• Define and establish self-healing mechanisms (automated remediation, automated ticket creation/closure, health checks, predictive alerts) to minimize manual technician interventions.

• Collaborate with the ITSM team to create governance for reporting projects focusing on resolution quality, effort to resolve, and impact on productivity.

• Set and uphold experience-focused quality standards for incident handling, problem management, and service requests through an automation-assisted lens.

• Execute QA activities (call/chat/email reviews, ticket quality checks) and provide actionable feedback to enhance the employee experience.

• Lead efforts to boost first contact resolution, MTTR, and user satisfaction through design, automation, self-service, and streamlined workflows.

• Work with IT and business leaders to pinpoint process gaps, automate routine tasks, and optimize tools to alleviate friction; continually assess emerging AI/automation opportunities.

• Ensure effective incident management practices, including major incident coordination and post-incident reviews from an employee experience perspective; incorporate learnings for automation and self-healing actions.

• Define, monitor, 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).

• Serve as a liaison between IT teams, contractors, and business units to align support services with employee needs; champion automation-enabled experiences.

• Manage stakeholder expectations, communicate updates, and coordinate with other IT service managers on cross-functional incidents, with a focus on minimizing user disruption.

⛳️ Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.

• At least 10 years of experience in IT service delivery, with a minimum of 5 years in an ITSM-related role, preferably in the construction or engineering sector.

• ITIL Foundation certification or higher preferred; additional certifications in IT service management, leadership, UX, or AI/automation are advantageous.

• Demonstrated experience in leading cross-functional teams and managing multiple projects simultaneously while maintaining a focus on service quality.

• Strong knowledge of ITIL principles and best practices; proven ability to apply them to enhance user experience, including automation-aware processes.

• Proven capability to lead and cultivate 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 creating dashboards, reporting, and translating data into user-centric improvements and automation outcomes.

• Exceptional communication and collaboration skills; ability to explain technical concepts to non-technical stakeholders and advocate for the employee experience.

• Strong analytical and troubleshooting skills with a customer-service focus; skilled at identifying automation opportunities that enhance user journeys.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401k Retirement Plan.

• Health Savings Account (HSA).

• Flexible Spending Account (FSA).

• Life, AD&D, short-term, and long-term disability insurance.

• Opportunities for professional and personal development.

• Generous paid time off.

• Commuter and wellness benefits.