IT User Experience Manager
Summary
We are seeking an IT User Experience Manager to lead a team that improves the employee technology experience and ensures successful adoption of new IT tools and services. This role will oversee technical support, change management, user training, and the transition of new technologies into production. The ideal candidate has a strong background in IT service delivery, technical project leadership, and team management, with a focus on improving user satisfaction and driving technology adoption.
Responsibilities
- Lead and manage the IT User Experience Team including staffing, performance management, training, and development.
- Oversee the rollout and adoption of new IT tools, applications, and services across the organization.
- Partner with IT Leadership, project managers, and business stakeholders to ensure smooth technology deployments.
- Develop and maintain processes for transitioning new technologies into production including testing, documentation, and support readiness.
- Create user journeys, personas, and design frameworks to improve the employee technology experience.
- Gather user feedback through surveys, research, and usability testing to identify improvement opportunities.
- Oversee the development of user training materials, knowledge base articles, and internal training sessions.
- Guide User Experience (UX) design activities including wireframes, prototypes, and interaction designs.
- Manage smaller IT projects including timelines, deliverables, and stakeholder communication.
- Coordinate user testing for larger technology deployments and escalate project risks or issues as needed.
- Identify opportunities to improve IT service delivery, change management processes, and user satisfaction.
- Ensure adequate team coverage, including on-call scheduling and operational support.
Requirements
- Bachelor's degree in Business, Management, or Information Technology; or equivalent experience.
- 6+ years of experience in IT service delivery, technical project leadership, technology deployments, process improvement, or related areas.
- Previous leadership, supervisory, or team management experience.
- Solid understanding of IT service management, change management, and technology adoption processes.
- Experience managing technical deployments, user acceptance testing (UAT), and production transitions.
- Knowledge of UX principles, usability testing, and user-centered design.
- Experience working with Windows, macOS, iOS, Microsoft Office, and project management tools.
- Strong communication, stakeholder management, and customer service skills.
- Ability to manage multiple projects, prioritize competing demands, and lead cross-functional teams.
- Experience with reporting, budgeting, and basic financial analysis.
Preferred
- ITIL or project management certifications.
This is a 6-month Contract-For-Hire opportunity with our Kansas City, MO client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position. No third parties, please.
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