Senior IT User Experience Manager

- Foster a service-oriented culture within IT operations by integrating user experience (UX) principles into support, training, communication, and systems management - Supervise and guide a team of analysts and support personnel; promote professional growth, teamwork, and innovation - Create and implement initiatives to enhance IT support processes, tools, and response models utilizing ITIL-based practices and customer experience insights - Ensure prompt and effective resolution of technical issues while enabling the team to identify broader trends and root causes - Oversee the creation and delivery of end-user training programs, onboarding experiences, and self-service resources to facilitate adoption and minimize friction - Define and monitor key performance indicators (e.g., SLAs, CSAT, FCR) to evaluate the health of IT support, user satisfaction, and areas for enhancement - Collaborate with IT infrastructure, security, applications, and business units to ensure IT services align with operational needs and strategic goals - Ensure that communications with end-users about outages, upgrades, and changes are timely, clear, and considerate of business impacts - Manage relationships with third-party service providers (e.g., field services, helpdesk vendors, training consultants) to ensure service quality meets internal expectations - Advocate for the end-user perspective in enterprise IT initiatives, supporting effective change management, testing, and post-deployment evaluations