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Job Description

The Senior Manager - IT Digital End User Experience is responsible for overseeing and managing the end user experience within the organization's IT structure. This role involves ensuring that end users have a seamless and positive experience with IT systems, applications, and support services. The IT Manager will lead a team of professionals and collaborate with various stakeholders to optimize end user satisfaction and productivity.

Key Responsibilities:

1. Manage and lead a team of IT professionals responsible for end user support, helpdesk services, on site support, and user experience enhancement.

2. Develop and implement strategies to improve the end user experience and ensure maximum user satisfaction.

3. Collaborate with key stakeholders to gather feedback, identify pain points, and address end user needs and concerns.

4. Oversee the deployment, configuration, and maintenance of end user devices, software applications, and peripherals.

5. Develop and enforce IT policies and procedures related to end user support, security, and system access.

6. Monitor and analyze end user support metrics and performance indicators to identify areas of improvement and implement corrective actions.

7. Ensure timely and effective resolution of end user technical issues, including troubleshooting hardware, software, and network problems.

8. Stay up-to-date with industry trends and best practices related to end user experience, IT service management, and user-centric design.

9. Collaborate with cross-functional teams to design and implement training programs to enhance end user skills and adoption of IT systems.

10. Manage vendor relationships, negotiate contracts, and evaluate third-party solutions to meet end user needs and expectations.

Qualifications:

1. Bachelor's degree in Computer Science, Information Technology, or a related field. A master's degree is a plus.

2. Proven experience in managing end user support and IT service management in a complex IT environment.

3. Strong knowledge of IT infrastructure, systems, and applications, including desktops, laptops, mobile devices, operating systems, productivity software, and collaboration tools.

4. Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.

5. Solid understanding of ITIL framework and best practices for service delivery and support.

6. Strong analytical and problem-solving skills, with the ability to identify and address end user issues effectively.

7. Excellent communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels of the organization.

8. Project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.

9. Knowledge of user-centric design principles and methodologies.

10. IT certifications such as ITIL, CompTIA A+, or Microsoft Certified Solutions Expert (MCSE) are desirable.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.