IT Experience Manager

Job description

DESCRIPTION: The IT Experience Manager will be a digital IT experience champion for employees by accelerating self-service adoption, researching and applying AI-driven automation, and enabling self-healing IT systems. This role extends beyond traditional service desk management to design intuitive, user-centric digital touchpoints, intelligent routing, and proactive, automated resolution. You will guide the service desk and ITSM improvements to deliver frictionless, high-quality employee experience that aligns with ITIL practices and business objectives. You will manage two Service Desk Supervisors and the Level 1 and Level 2 support teams, ensuring timely incident response, meaningful user interactions, and continuous service enhancements through automation and self-service empowerment. Essential Duties & Responsibilities: - Shape and oversee the digital employee experience across the Service Desk with emphasis on intuitive self-service, automated triage, and proactive, user-friendly ticketing communications. - Define and drive the strategy for self-service adoption (knowledge base, bots, guided workflows, and service catalog enhancements) to reduce ticket volume and reduce user e...