Job Description
Job Description
We are looking for an IT Employee Experience Leader to take charge of designing and implementing innovative IT service management strategies that enhance employee productivity and satisfaction. In this position, you will oversee IT operations, develop user-focused solutions, and collaborate with global teams to ensure seamless delivery of services. Based in Bloomington, Minnesota, this role is an opportunity to lead efforts that directly impact the efficiency and satisfaction of employees through cutting-edge technology solutions.
Responsibilities:
• Develop and implement IT Service Management policies, tools, and processes to improve operational efficiency and user satisfaction.
• Lead initiatives to enhance end-user experiences, including help desk operations, global IT support coordination, and printing solutions.
• Act as a liaison between internal IT teams and external service partners, ensuring seamless communication and service consistency.
• Manage and mentor onsite IT technicians, fostering a collaborative and productive team environment.
• Design and deploy scalable solutions for major incident management, intake workflows, and lifecycle processes.
• Engage with business users to gather feedback and refine IT services to better meet their needs.
• Collaborate with IT leadership to measure and optimize system performance, support services, and technology solutions.
• Build frameworks to align global IT operations with organizational goals and employee-centric policies.
• Ensure adherence to best practices and established IT policies across all levels of the organization.
• Drive strategic planning efforts to address evolving business and operational needs.
• Proven experience in developing and implementing IT Service Management policies and tools from the ground up.
• Strong knowledge of end-user experience optimization, including help desk operations and printing solutions.
• Demonstrated leadership skills to manage IT teams and coordinate with external partners.
• Excellent communication and collaboration abilities to engage with diverse stakeholders effectively.
• Expertise in IT service lifecycle management, including major incident and employee-centered solutions.
• Familiarity with hybrid IT environments and the ability to work with both internal and external support resources.
• Strong understanding of global IT service structures and scalable process development.
• Hands-on experience with technologies such as cloud platforms, CRM, ERP systems, Active Directory, and configuration management.