Senior Manager of User Experience

RESPONSIBILITIES:

Kforce has a client in Jacksonville, FL that is seeking a Senior Manager of User Experience. Summary: The Senior Manager of User Experience is responsible for leading IT Support and Engineering teams responsible for the delivery and operational stability of internal End User IT services and applications to associates. This position also plays a key role in front line technical support as well as driving continual innovation within the organization by setting technical roadmap and vision, implementing new technology, procedures, and metrics to drive improvement of performance, cost optimization and enhance the associate experience. This leader supports the IT organizational agenda, champions process improvements, and builds and expands relationships with key stakeholders. The Senior Manager of User Experience achieves results by developing staff, building staff competencies, efficiently managing resources, managing the financials, and seeking ways to mature the IT Services, its impact and value. The Senior Manager of User Experience must be able to work east coast hours to coordinate with on and offshore resources. Ideally, this role will reside in a state in the eastern time zone.

Job Requirements:

REQUIREMENTS:

• Bachelor’s degree or equivalent work experience; 5+ years of experience in IT Infrastructure & application management, or equivalent combination of education and experience
• 5+ years of End User experience in a management/service delivery leadership role
• 3+ years of managing global IT support and technical engineering teams with resources located within and outside of the United States
• Experience in IT vendor/supplier management and procurement
• Experience with ITIL and IT Service Management
• Experience building global support models utilizing onshore and offshore technical resources
• Experience in utilizing ServiceDesk technologies for work organization, incident management, issue analysis and tracking, preferably ServiceNOW
• Experience with Asset lifecycle management processes and tools, preferably ServiceNOW
• Experience managing multiple teams supporting on-premises and cloud-based technologies for Managed Desktop (Win+MAC), Citrix/Cloud VDI, Microsoft M365 and Power Platforms, MDM, Active Directory, etc.
• Experience planning, organizing, and managing work in an Agile Scrum work model utilizing Sprint and Kanban processes
• Experience leading and managing IT projects and rolling out IT systems and services across various technology platforms
• Knowledge of cloud-based systems, security protocols, and network and systems administration
• Expertise in the management of KPIs and Service Level Agreements in the delivery of End User Services; Analyzing statistics or other data to determine the level of customer service End User Services organization is providing
• Expertise in implementation of ServiceDesk technologies, preferably ServiceNOW

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.