Department: Information Security & Infrastructure Operations

Reports To: VP, Information Security & Infrastructure Operations

Location: Waltham, MA (Hybrid)

Salary Range: $180,000 to $220,000 annually

Position Summary

The Senior Manager, End User Experience & Service Operations is responsible for leading Nova Biomedical's global employee technology experience, service desk operations, end user support, onboarding services, service management practices, device lifecycle coordination, provider governance, and service automation capabilities. This is a hands-on leadership role that combines operational execution, people leadership, vendor governance, executive support, process discipline, and service transformation.

This role is intended for a builder and operator: a leader who can run reliable support services today while modernizing the employee experience through standardization, knowledge management, self-service, workflow automation, intelligent support, and data-driven continuous improvement. The successful candidate will help Nova scale support globally without simply increasing support headcount in proportion to demand.

Role Mission

Build and continuously improve Nova Biomedical's global employee experience capability by delivering responsive support services, seamless onboarding, reliable endpoint lifecycle services, scalable knowledge practices, service automation, and measurable service operations that enable employees to be productive from day one.

Work Architecture View

This role follows a work-architecture model: it is organized around outcomes, workstreams, and skills rather than a static task list. The role is designed to evolve as employee support, digital workplace services, automation, and AI-assisted service operations become more integrated into daily technology operations.

Core Outcomes

• Improve employee productivity by reducing friction in technology access, support, and service fulfillment.
• Deliver a consistent, measurable, and responsive global service experience.
• Improve onboarding, transfer, and offboarding quality through standardization and automation.
• Increase self-service adoption and reduce avoidable support demand through knowledge management.
• Scale service operations through workflow automation, service intelligence, and partner governance.
• Improve operational visibility through service metrics, trend analysis, and continuous improvement.

Primary Workstreams

• Employee Experience & Digital Workplace Services
• Global Service Desk & End User Support Operations
• Technology Onboarding & Employee Lifecycle Services
• Knowledge Management & Self-Service Enablement
• Device Lifecycle & Workplace Technology Services
• Provider Governance & Service Accountability
• Service Automation, Analytics & Continuous Improvement

Essential Responsibilities

Employee Experience & Digital Workplace Services

• Own the end-user technology experience across Nova's global workforce.
• Identify and remove friction points that impact employee productivity and service quality.
• Partner with business stakeholders to improve adoption, satisfaction, and technology readiness.

Global Service Desk & End User Support Operations

• Lead global service desk and end user support operations across locations and business functions.
• Ensure incidents, requests, escalations, and service interactions are managed consistently and effectively.
• Establish operational accountability through service standards, metrics, and escalation practices.

Technology Onboarding & Employee Lifecycle Services

• Own the technology onboarding, employee transfer, and offboarding experience.
• Partner with Human Resources, hiring managers, procurement, logistics, and support teams to ensure employees are productive quickly.
• Improve onboarding speed, quality, consistency, and automation maturity across the employee lifecycle.

Knowledge Management & Self-Service Enablement

• Develop and maintain knowledge management practices that improve consistency and reduce repeat support effort.
• Expand self-service, guided support, and shift-left capabilities for common employee needs.
• Ensure procedures, knowledge articles, and service documentation remain accurate, usable, and governed.

Device Lifecycle & Workplace Technology Services

• Oversee endpoint lifecycle services including forecasting, procurement coordination, configuration, deployment, support, replacement, and retirement.
• Coordinate device readiness, logistics, and shipping activities with internal teams and external partners.
• Support hardware standards and workplace technology services that improve reliability, security, cost control, and user experience.

Provider Governance & Service Accountability

• Manage outsourced and partner-delivered support services as an extension of Nova's internal operating model.
• Establish service reviews, performance scorecards, escalation processes, and accountability measures.
• Ensure providers operate to expected service standards, quality levels, and business outcomes.

Service Automation, Analytics & Continuous Improvement

• Identify opportunities to reduce manual effort through workflow automation, self-service, and intelligent support practices.
• Use service analytics, trend analysis, and operational metrics to improve service quality and reduce recurring issues.
• Drive continuous improvement initiatives that increase scalability, consistency, and employee satisfaction.

Skills to Bring

• Leadership experience across service desk, end user support, employee experience, or IT service operations.
• Strong understanding of incident, request, problem, knowledge, escalation, and major incident management practices.
• Experience leading teams, managing operational performance, and improving service delivery outcomes.
• Experience managing outsourced support providers, service partners, or vendor-delivered operations.
• Ability to partner across Human Resources, procurement, infrastructure, cyber security, applications, and business functions.
• Strong communication, executive presence, customer focus, and operational problem-solving capabilities.

Skills to Develop

• Advanced employee experience design and service intelligence practices.
• Workflow automation, intelligent routing, and AI-assisted support operations.
• Zero-touch or low-touch onboarding, provisioning, and device lifecycle workflows.
• Predictive support models using service analytics, trend data, and operational telemetry.
• Autonomous service operations capabilities that reduce repeat tickets and manual support effort.
• Future-state service operating model ownership across internal teams, external partners, and intelligent platforms.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business, or related discipline, or equivalent experience.
• Experience leading service desk, end user support, employee experience, IT operations, or service management functions.
• Experience managing incident, request, escalation, knowledge, and service improvement practices.
• Experience leading people, coaching team members, and improving operational performance.
• Experience working with external service providers, vendors, or managed service partners.
• Strong written and verbal communication skills with the ability to engage technical and non-technical stakeholders.

Preferred Qualifications

• Experience supporting manufacturing, healthcare technology, life sciences, regulated, or global organizations.
• Experience improving onboarding, device lifecycle, executive support, or digital workplace services.
• Experience with IT service management platforms, endpoint management capabilities, workflow automation, or knowledge management programs.
• Experience building support metrics, executive reporting, operational dashboards, and service review practices.
• Familiarity with AI-assisted support, self-service, service automation, digital employee experience, or intelligent service operations concepts.
• Relevant IT service management, leadership, or technology certifications are desirable.

Core Competencies

• Customer Focus
• Service Excellence
• Operational Leadership
• Executive Presence
• Continuous Improvement
• Process Discipline
• Vendor Governance
• Data-Driven Decision Making
• Collaboration & Influence
• Ownership & Accountability

Success Profile

The ideal candidate is a hands-on service leader who combines operational discipline with a passion for improving employee experience. They understand that the future of support is not simply resolving tickets faster, but reducing unnecessary tickets through standardization, self-service, automation, knowledge, and better service design. They can lead daily operations while building a more scalable, measurable, and employee-centered service capability for Nova.

Working Conditions

Occasional travel may be required. Participation in after-hours escalations, executive support situations, service-impacting incidents, maintenance activities, and critical business events may be required based on operational needs.

This role offers the opportunity to shape the future of employee technology experience at a global healthcare technology organization. The successful candidate will help build a modern support model that improves productivity, service quality, operational resilience, and business outcomes across the enterprise.

Beyond managing service operations, this role provides the opportunity to lead the evolution of service desk, onboarding, endpoint lifecycle, knowledge management, provider governance, automation, analytics, and AI-assisted support capabilities. This position is intended for a leader who wants to build, improve, and scale a global employee experience function while enabling a mission-driven organization.