Senior End User Experience Manager

About the role

Global End User Experience Leadership at Nexthink

Nexthink seeks a Senior End User Experience Manager to direct the internal IT support transformation for a worldwide workforce. This position is not a conventional help-desk oversight role. It is a strategic mandate to architect a modern support ecosystem that relies heavily on self-service and AI augmentation. The role centers on two core internal platforms: Spark, an AI personal assistant delivering autonomous support to every employee, and a next-generation AI-driven IT service management platform replacing the legacy ticketing system.

You will lead a nine-person team distributed across five countries and oversee the complete IT workplace journey. This includes devices, peripherals, remote office infrastructure, and related services. You will guide the adoption curve for both Spark and the new AI-powered ITSM platform. You will work directly with the Engineering and Product teams building these platforms, as they remain in active development. Security and compliance are integral to this position. Nexthink holds ISO 27001 and SOC 2 Type II certifications, and your team's procedures fall within this certified scope.

Nexthink delivers Digital Employee Experience (DEX) management solutions. In this role, you are the prime user of our own DEX platform. You will test, use, and refine the platform daily, feeding operational insights back into product strategy. You will act as an internal advocate for exemplary digital employee experiences. This role reports to the Senior IT Director and controls a budget for tools, vendor agreements, and team staffing.

Requirements

You must have at least five years of experience managing people, preferably in distributed or global environments.

You need a track record of managing IT end-user support or workplace technology at scale.

You must demonstrate a strong interest in automation and AI-driven support, aiming to remove manual tasks rather than maintain them.

You should be a passionate user of Digital Employee Experience principles and champion Nexthink's platform internally.

You must thrive in environments with unfinished features and provide structured feedback to product teams.

You need strong analytical skills, using data, service levels, and key performance indicators to guide decisions.

You must understand how end-user computing controls fit within certified security frameworks.

You need a current ITIL certification and a recognized university degree.

You must be a native Spanish speaker with professional proficiency in English, both written and verbal.

You require excellent written and verbal communication skills to influence Engineering, Product, and executive leaders.

Responsibilities

You will design intake workflows for device requests and support tickets to ensure clarity and operational efficiency.

You will create standardized playbooks that align team procedures with platform capabilities and compliance requirements.

You will analyze support metrics and user feedback to identify trends and drive measurable improvements.

You will coordinate enhancements for Spark and the ITSM platform by partnering with engineering teams.

You will collaborate with engineering to test features and deliver rapid, structured feedback during development cycles.

You will establish data-driven KPIs that measure end-user satisfaction and operational health.

You will embed security and compliance practices into daily workflows and controls.

You will coach nine colleagues across five countries, setting clear expectations and fostering shared ownership.

You will convert complex platform changes into simple guidance to encourage organization-wide adoption.

You will define career paths and growth opportunities to retain top talent in a distributed team.

About the company

Nexthink helps teams understand everyday IT needs and experiences. You explore what employees require, observe their interactions, and capture how they feel about technology. This insight guides practical improvements so IT support matches real workflows. The outcome is smoother collaboration and IT that feels responsive and reliable to users every day.