Responsible for ensuring the optimization of the organization’s Digital Employee Experience (DEX) solutions
Managing incident escalations and resolving solution outages to minimize business disruption and maximize productivity
Provides direct support and guidance to peers in troubleshooting endpoint related incidents and outages
Work closely with peer endpoint teams on root cause analysis of endpoint issues and build long term preventive solutions
Provide occasional after-hours support to critical issues and outages
Implement the DEX Strategy that drives continuous improvements of the end user compute experience
Support planned and unplanned reporting efforts on status updates to senior and executive leadership
Coordinate problem and incident management with 3rd party vendors
Mentor, and coach peer multidisciplinary system engineers, foster a culture of innovation, accountability, and continuous improvement
Collaborate with Product Owners, Customer Success, Architecture, stakeholders, and cross-functional teams to prioritize backlogs and align engineering efforts with business objectives
Manage the escalation process for critical incidents and solution outages related to End User Technologies, ensuring timely resolution and effective communication with stakeholders
Establish and refine incident management procedures, including root cause analysis and post-mortem reviews to prevent recurrence
Coordinate with support teams, vendors, and other IT functions to address complex technical issues and restore services efficiently
Use monitoring and reporting to identify, track and trend endpoint related performance issues impacting end users and DEX score
Identify opportunities to automate processes, reduce manual effort, document procedures, and increase the reliability of End User Technologies
Stay informed of industry trends, emerging technologies, and best practices to drive innovation within the DEX domain

Requirements

A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science)
Requires 4 – 6 years of related experience.
Experience with additional End User Technology solutions (e.g., Microsoft Endpoint Manager, ServiceNow, Cloud Computing, Group Policy, InTune, etc)
Proven track record of driving DEX improvements and measurable business outcomes
Hands-on experience with Nexthink or similar DEX platforms
Strong background in incident management, escalation handling, and service restoration for End User Technologies
Demonstrated expertise in Agile methodologies (e.g., Scrum, Kanban).
Ability to analyze complex problems and drive effective solutions in high-pressure situations
Strong analytical skills with experience using data to guide decision-making.
Certifications in Agile (e.g., Scrum Master, Product Owner) or IT Service Management (e.g., ITIL) preferred

Benefits

health insurance
401K and stock purchase plans
tuition reimbursement
paid time off plus holidays
flexible approach to work with remote, hybrid, field or office work schedules

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

incident managementescalation handlingservice restorationdata analysisAgile methodologiesNexthinkMicrosoft Endpoint ManagerServiceNowCloud ComputingGroup Policy

Soft skills

problem-solvingcommunicationmentoringcollaborationanalytical skillsinnovationaccountabilitycontinuous improvementleadershipcoaching

Certifications

Scrum MasterProduct OwnerITIL