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Nexthink is seeking a Senior Manager of End User Experience to lead a global, distributed team of 9 people across five countries and redefine internal IT support operations. This is a strategic management role focused on building a modern, largely self-service, AI-augmented support model anchored by two flagship internal deployments: Spark (an AI-powered personal IT agent delivering autonomous support to employees) and a new AI-powered ITSM platform replacing legacy ticketing infrastructure.
You will own the full IT Workplace experience end-to-end, including devices, peripherals, remote office infrastructure, and related systems. You will personally drive adoption of Spark and the new ITSM platform by working directly with Engineering and Product teams during active development phases. The role carries significant responsibility for security and compliance: Nexthink is ISO 27001 and SOC 2 Type II certified, and your team's processes are part of that certification boundary.
As Nexthink sells Digital Employee Experience (DEX) management software, this role serves as an internal reference customer. You will actively use, stress-test, and enhance Nexthink's own DEX platform internally, feeding operational insights back to the product team and acting as an internal champion for best-practice DEX implementation.
You report directly to the Senior IT Director and own a budget covering tooling, vendor contracts, and team resourcing decisions. This role requires comfort with ambiguity, direct collaboration with engineering teams, and a data-driven approach to IT operations management.
REQUIREMENTS:
- 5+ years of hands-on people management experience, ideally leading distributed/global teams
- Demonstrated experience managing IT end-user support or workplace technology functions at scale
- Genuine interest and hands-on experience in automation and AI-driven support tooling; must be motivated to eliminate manual work
- Genuine enthusiasm for Digital Employee Experience (DEX) as a discipline, with willingness to be a hands-on internal user and advocate of Nexthink's DEX platform
- Comfortable operating with in-development products; ability to work directly with Engineering/Product teams, tolerate ambiguity, and provide structured operational feedback
- Strong analytical mindset; comfortable working with data, SLAs, and KPIs to drive decisions
- Working exposure to ISO 27001 and/or SOC 2 Type II frameworks, with understanding of how end-user computing controls fit into a certified environment
- ITIL certification required
- University degree required
- Native Spanish speaker with professional-level English (written and verbal)
- Strong written and verbal communication skills; ability to influence stakeholders at all levels including Engineering, Product, and executive leadership
