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Senior Manager - IT End User Experience

Senior Manager - IT End User Experience

Estuate Software

5 - 10 years

13 - 18 Lacs

Hyderabad

Posted:1 day ago| Platform:

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Skills Required

Automation Team management ISO Bfsi Manager IT Healthcare SCCM Information technology Analytics Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking a results-oriented and innovative Senior Manager - IT End User Experience to lead our global endpoint management and EUX operations, based in Hyderabad, India.
This role is responsible for overseeing the platforms, teams, and services that deliver, manage, and support end-user computing devices across the enterprise.
The ideal candidate will drive seamless, secure, and intelligent digital experiences for employees, leveraging leading tools and practices to ensure operational excellence and workforce productivity.
Responsible for managing teams and technologies across device management, user access, AI-driven automation, experience monitoring, and hardware standards.
Key platforms include JAMF, SCCM, Intune, Nexthink, Moveworks, AI Bots, and User Access Management solutions.
In addition to strategic oversight, responsible for ensuring these tools are integrated, efficient, and aligned with business needs, while fostering innovation and continuous improvement.

Key Responsibilities

Leadership & Team Management

Lead and develop high-performing global teams responsible for end-user technology management and digital experience.
Foster a culture focused on employee experience, automation, and proactive IT operations.
Partner with service desk, field services, and platform engineering leaders to ensure consistent service delivery.

Tool & Platform Ownership

Oversee the deployment, maintenance, and innovation of core EUX platforms: JAMF, SCCM, Intune, Nexthink, Moveworks, and AI-based support tools.
Manage lifecycle and standards for end-user hardware, peripherals, and operating systems across the enterprise.
Ensure tools are optimized for automation, self-healing, and proactive issue resolution.

Experience & Operations Management

Champion data-driven decision-making using telemetry, experience monitoring (eg, Nexthink), and analytics to identify user pain points.
Drive proactive and automated support using AI bots and virtual agents to reduce manual interventions and improve response times.
Collaborate with InfoSec and IAM teams on user access management policies and tools.

Process Improvement & Standardization

Define and enforce global standards for device provisioning, software packaging, patching, and endpoint compliance.
Promote self-service and zero-touch provisioning strategies.
Continuously enhance IT processes and workflows using ITIL principles and modern EUX practices.

Stakeholder & Vendor Engagement

Collaborate with cross-functional IT teams, including Service Desk, Infrastructure, Security, and Applications.
Manage relationships with software vendors and strategic partners for tool implementation and support.

Reporting & Strategic Insights

Deliver actionable dashboards and reports on device health, user experience, automation outcomes, and support KPIs.
Present EUX insights and strategy recommendations to IT leadership.

Qualifications & Experience

Bachelor s degree in Computer Science, Information Technology, or related field; Master s degree or MBA is a plus.
10+ years of experience in IT operations, with 5+ years in EUC, endpoint management, or digital experience leadership.
Proven track record managing modern management tools (JAMF, SCCM, Intune), experience monitoring (Nexthink), and support automation platforms (Moveworks, AI bots).
Experience with global IT support delivery, device lifecycle management, and endpoint security practices.
ITIL certification and strong knowledge of ITSM frameworks (ServiceNow preferred).

Key Skills

Visionary leadership and team-building skills.
Deep expertise in end-user device management and digital experience platforms.
Strong communication and cross-functional collaboration abilities.
Strategic, analytical mindset with focus on operational excellence and customer satisfaction.

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