IT End User Experience Manager

Swagelok is a global organization and one of the largest employers of manufacturing talent in Northeast Ohio. We are driven by our core values of Quality, Integrity, Respect for the Individual, Customer Focus, Innovation, and Continuous Improvement, which are demonstrated through our daily actions. For over 75 years, our dedication to our core values has been the foundation for our success.

Our products have been up into space, down to the bottom of the ocean, and everywhere in between. That same dedication spans to our customers.

Throughout our organization we demonstrate a commitment to these values and those we bring onboard. Whether you want to grow in your role or explore broad opportunities and develop new skills—you’ll thrive in a culture that promotes learning and development.

We strive to be a company where we all can do our best work with a true sense of purpose and belonging.

Be Connected. Be Valued. Be You.

We hope you’ll consider joining our team.

The Manager, End User Experience provides strategic and operational leadership for the technologies, services, and teams that shape the company’s global digital workplace.

The role leads end-user computing, collaboration platforms, service desk operations, and enterprise and commercial business applications, including Microsoft 365, Exchange, SAP client access, SaaS offerings, CRM, planning systems, business services, and product-support platforms.

This leader partners with business and IT stakeholders to deliver secure, reliable, scalable, and intuitive solutions; optimizes the Microsoft ecosystem; owns technology and application roadmaps, vendor relationships, change management and adoption, service performance, and continuous improvement; and develops a high-performing, customer-focused team.

Essential Duties and Responsibilities

Strategy, Governance, and Business Alignment

• Define and execute the global end-user experience strategy across end-user computing, collaboration, service desk, enterprise applications, and commercial IT services.
• Partner with business and IT leaders to translate priorities into requirements and multiyear product and technology roadmaps aligned to business outcomes.
• Establish governance, standards, policies, lifecycle practices, metrics, and reporting for service health, risk, investment, adoption, and business value.
• Evaluate industry and product trends to improve user experience, productivity, resilience, security, and cost effectiveness.

End-User Computing and Collaboration

• Lead engineering, operations, support, and lifecycle management for end-user devices, operating systems, mobile technologies, peripherals, collaboration tools, and related services.
• Own strategy, adoption, technical direction, and operational health for the Microsoft ecosystem, including Microsoft 365, Exchange, Teams, SharePoint, OneDrive, Intune, endpoint management, and related capabilities.
• Ensure platforms and device-management practices meet expectations for security, availability, performance, reliability, compliance, usability, and diverse workforce needs.
• Oversee end-user computing and collaboration initiatives from design through implementation, transition, adoption, and support.

Business Applications and Product Support

• Lead the portfolio supporting business operations and commercial capabilities.
• Establish ownership, service models, support tiers, escalation paths, roadmaps, lifecycle plans, and integration standards.
• Partner with business owners, product owners, architects, cybersecurity, infrastructure, vendors, and implementation partners to deliver secure, resilient and scalable solutions.
• Prioritize enhancements, defects, upgrades, integrations, and technical debt based on value, risk, customer impact, and capacity.
• Ensure application performance, availability, access, data integrity, controls, documentation, licensing, and support readiness meet standards.

Service Desk and User Experience

• Provide direction for service desk operations and timely, professional support, including appropriate after-hours escalation coverage.
• Establish relevant metrics and ensure the service level is maintained for improved customer experience.
• Balance dependable daily operations with automation, self-service, knowledge management, proactive support, and continuous improvement.
• Use customer insights and service data to remove obstacles and improve the end user experience.

Vendor, Financial, and Change Management

• Manage vendor and partner performance, service levels, risks, renewals, contracts, licensing, value realization, and escalations.
• Manage operating and project budgets and optimize cost, demand, licensing, and the technology portfolio.
• Lead organizational and technology changes through stakeholder engagement, communications, training, adoption, readiness, and reinforcement.
• Ensure deployments, releases, and changes follow established controls and minimizes business disruption.

People Leadership

• Build an inclusive, high-performing, customer-focused culture centered on accountability, collaboration, learning, service excellence, and continuous improvement.
• Coach, develop, and evaluate direct reports; set goals, provide feedback, conduct performance reviews, and create development and succession plans.
• Develop capabilities in product ownership, application management, engineering, operations, customer experience, vendor management, and business partnership.

Operational Leadership and Risk Management

• Identify and mitigate operational, technology, vendor, and application risks; lead complex or high-impact escalations.
• Participate in support activities as needed, back up other IT Operations leaders, and perform other assigned duties.

Education and/or Work Experience Requirements

Required

• Bachelor’s degree in computer science, information systems, business administration, or a related field, or equivalent experience.
• 10 years + of IT experience including 5+ years of leading end user experience and applications function.
• Progressive leadership experience across IT operations, end-user technologies, collaboration, service management, or enterprise/business applications.
• Demonstrated success in people leadership, coaching, performance management, talent development, and leading change.
• Experience managing business-critical platforms such as Microsoft 365, Exchange, SAP client access, SaaS offerings etc.
• Knowledge of service metrics, incident, problem, change and release management, vendor management, budgets, and continuous improvement.
• Strong customer, relationship, conflict-resolution, collaboration, and business communication skills; ability to support off-hours needs when required.

Preferred

• Experience leading global or distributed teams and 24x7 operations.
• Experience with ITIL or similar frameworks, product management, organizational change, adoption, managed services, and enterprise technology agreements.
• Relevant Microsoft, cloud, service management, project management, or enterprise application certifications.

Critical Competencies:

• Strategic thinking, business alignment, and technology portfolio leadership
• Service orientation, customer experience, and operational excellence
• People leadership, coaching, talent development, teamwork, and collaboration
• Vendor, financial, commercial, and risk-management acumen
• Change leadership, stakeholder engagement, adaptability, and decision-making quality
• Clear written, verbal, and executive communication

Working conditions and/or Physical Requirements:* Working conditions associated with normal office environment.

• Ability to operate standard office equipment (e.g., computer, telephone, copier, printer, etc.).
• Ability to effectively communicate in both small and large groups and settings.
• Ability to traverse between multiple locations in Ohio and Pennsylvania as needed.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.

Swagelok provides a comprehensive package of valuable benefits called Total Rewards focused on health and wellness, compensation, retirement planning, and supplemental rewards.

To apply:

1. Click ‘Apply Now’ to the role of interest, upload your resume and complete the application.

2. Those that match our qualifications will be contacted to schedule a phone interview.

Congratulations on taking the first step to Be Connected. Be Valued. Be You.

Swagelok is proud to be an Equal Opportunity Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex, pregnancy, pregnancy-related medical conditions, age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law.

Swagelok will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990, the Americans with Disabilities Act Amendments Act of 2008, and Ohio state law.

This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Swagelok is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason.

#LI-LK1

#LI-Hybrid