Senior End User Experience Manager

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,300 customers to provide better digital experiences to more than 18 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

We're looking for a Senior End User Experience Manager to lead our global EUE team and redefine what internal IT support looks like at Nexthink. This is not a traditional help-desk management role; it's a mandate to build a modern, largely self-service, AI-augmented support model, anchored by two flagship internal deployments: Spark, our AI-powered personal IT agent delivering autonomous support to every employee, and our new AI-powered ITSM platform replacing legacy ticketing infrastructure. 

You'll manage a 9-person team spread across five countries, own the full IT Workplace experience end-to-end (devices, peripherals, remote office infrastructure, and beyond), and personally drive the adoption curve for Spark and our new AI-powered ITSM platform - working directly with the Engineering and Product teams building them, since both platforms are still in active development. You'll also carry security and compliance into everything you do: Nexthink is ISO 27001 and SOC 2 Type II certified, and your team's processes are part of that certification boundary. 

Nexthink sells Digital Employee Experience (DEX) management; which means this role is also our own best reference customer. We're looking for someone who wants to actively use, stress-test, and enhance our own DEX platform internally, feeding real operational insight back into the product and acting as an internal champion for what great DEX looks like in practice. 

This role reports directly to the Senior IT Director and owns a budget covering tooling, vendor contracts, and team resourcing decisions. 

Qualifications

Required 

• 5+ years of hands-on people management experience, ideally leading distributed/global teams. 

• Demonstrated experience managing IT end-user support or workplace technology functions at scale. 

• Genuine interest and hands-on experience in automation and AI-driven support tooling - this role requires someone who wants to eliminate manual work, not preserve it. 

• Genuine enthusiasm for Digital Employee Experience (DEX) as a discipline, with willingness to be a hands-on internal user and advocate of Nexthink's own DEX platform. 

• Comfortable operating with in-development products: ability to work directly with Engineering/Product teams, tolerate ambiguity, and provide structured operational feedback. 

• Strong analytical mindset: comfortable working with data, SLAs, and KPIs to drive decisions rather than intuition alone. 

• Working exposure to ISO 27001 and/or SOC 2 Type II frameworks, with an understanding of how end-user computing controls fit into a certified environment. 

• ITIL certification. 

• University degree. 

• Native Spanish speaker with professional-level English (written and verbal). 

• Strong written and verbal communication skills, with the ability to influence stakeholders at all levels, including Engineering, Product, and executive leadership. 

Additional Information

All your information will be kept confidential according to EEO guidelines.