Senior Manager, End User Experience & Service Operations

Location: Waltham, Massachusetts, United States (Hybrid). Occasional travel and participation in after-hours escalations, service-impacting incidents, maintenance activities, and critical business events may be required.

Salary: $180,000–$220,000 annually

Company

hirify.global develops advanced analytical and diagnostic technologies for healthcare, biotechnology, and life sciences organizations worldwide.

What you will do

• Lead global service desk, end-user support, and digital workplace operations.
• Own technology onboarding, employee transfers, offboarding, and employee lifecycle services.
• Oversee endpoint lifecycle services, including procurement coordination, configuration, deployment, support, replacement, and retirement.
• Build knowledge management, self-service, guided support, and shift-left capabilities.
• Manage outsourced support providers through service reviews, scorecards, escalation processes, and accountability measures.
• Drive workflow automation, service analytics, AI-assisted support, and continuous improvement initiatives.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a 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.

Nice to have

• Experience supporting manufacturing, healthcare technology, life sciences, regulated, or global organizations.
• Experience with onboarding, device lifecycle, executive support, or digital workplace services.
• Experience with IT service management platforms, endpoint management, 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, or intelligent service operations.

Culture & Benefits

• Opportunity to shape a modern global employee technology experience function.
• Work focused on productivity, service quality, operational resilience, and measurable business outcomes.
• Hands-on leadership role combining operational execution, people leadership, vendor governance, and service transformation.
• Equal opportunity workplace committed to diversity and inclusion.