Workplace User Experience Manager
Lexington, MA
Job Type: Direct Hire | Recruiter: Kelsey Walsh | Phone: 6036374088
Location: Lexington, MA (Hybrid – 2 to 3 days onsite)
Length: Direct Hire
Job Description:
Our client is seeking a dynamic Workplace User Experience Manager to lead and enhance Information Technology (IT) support services, creating seamless, user-centric experiences across workplace technologies. This leadership role will oversee the Hardware team and collaborate with cross-functional groups to implement innovative solutions, focusing on Hardware Asset Management (HAM) and lifecycle management. The ideal candidate will drive service improvement, foster a user-first culture, and streamline operations to support business objectives and end-user satisfaction.
Essential Duties and Responsibilities:
- Lead the design and implementation of service models for computing services, collaboration tools, and more, ensuring ease of use and minimal maintenance.
- Develop and manage the organization’s first HAM program, optimizing endpoint lifecycle management.
- Oversee projects, from backlog creation to implementation, aligning solutions with organizational goals and user needs.
- Maintain relationships with hardware vendors to ensure SLAs and continuous improvement.
- Foster a collaborative, inclusive culture with a user-first approach, demonstrating IT’s strategic value.
- Bachelor's degree in Information Technology, Business, or related field (or equivalent work experience).
- Minimum of 5 years in IT service delivery or support, with at least 3 years in managing hardware or operational teams.
- Proven success in managing Hardware Asset Management (HAM) programs or endpoint lifecycle management initiatives.
- Strong project management skills and experience with solution development lifecycles (DLC).
- Solid understanding of ITSM frameworks, including familiarity with ITIL best practices.
- Technical expertise in hardware lifecycle management, asset tracking, and vendor management.
- Strong stakeholder engagement skills, with the ability to communicate the value of IT services to all levels of the organization.
- Ability to foster an inclusive, user-centric culture within a technical team.
- Experience managing service delivery improvements for virtual computing and collaboration services is preferred.
- ITIL Certification (v3 or v4) is strongly preferred.
Come see why DPC has achieved:
- 4.9/5 Star Glassdoor rating and the only staffing company (< 1000 employees) to be voted in the national Top 10 ‘Employee’s Choice - Best Places to Work’ by Glassdoor.
- Voted ‘Best Staffing Firm to Temp/Contract For’ seven times by Staffing Industry Analysts as well as a ‘Best Company to Work For’ by Forbes, Fortune and Inc. magazine.
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