Job Information
MIT Lincoln Laboratory Workplace Experience Manager-End User Support in Lexington, Massachusetts
Position Description
The Workplace Experience Manager is a pivotal leadership role responsible for delivering high-quality IT support and fostering seamless, positive end-user experiences across the organization. This role both drives and supports cultural, procedural, and organizational changes to deliver best-in-class digital workplace services while integrating diverse teams and technologies to enhance service delivery.
The Workplace Experience Manager leads the Hardware team and Workplace Operations Analysts within Client Services. In addition, this position supports cross-functional and department teams, including groups such as Endpoint Management, Messaging and Collaboration, and Audio Visual to strive for a seamless end-user experience. A core focus of the role is establishing and managing the organization’s first Hardware Asset Management (HAM) program to support standardized endpoint lifecycle management. This operational initiative underpins user-centric goals of ease of use, predictable lifecycles, and minimal maintenance effort for end-users.
The ideal candidate will emphasize Service Delivery and Continual Service Improvement (CSI) across key services within Client Services and influence these across the Department. This role combines strategic leadership with operational execution, project management, and a user-first mindset, treating IT services as a business function that delivers tangible value.
By fostering a user-centric, inclusive culture and prioritizing trust, collaboration, and effective communication, this role will transform the workplace experience for a diverse user base.
Primary Responsibilities
Service Delivery and User Experience Leadership
Strategy, support, CSI, and user experience for Client Computing Services (computers, mobile devices, virtual computing), Communications and Collaboration Services, Audio Visual, Hoteling services, and more.
Design, build, and maintain service delivery models that prioritize end-user ease of use, predictable lifecycles, and minimal maintenance.
Collaborate with Endpoint Management, Audio Visual, and Messaging and Collaboration teams to align service delivery with organizational goals.
Manage a backlog of service improvements, prioritizing, designing, testing, and implementing enhancements.
Drive continual service improvement through streamlined processes, proactive feedback analysis, and emerging technology adoption.
Hardware Asset Management (HAM)
Establish and lead the organization’s first HAM program for enterprise mobile devices, laptops, and desktops.
Develop governance frameworks, policies, and standards to ensure compliance and operational efficiency.
Use HAM as a tool to improve the standardization and management of endpoints, enhancing user satisfaction.
Collaborate with technical teams to optimize asset tracking and lifecycle management processes.
Project and Solution Development Lifecycle Management
Lead projects that improve workplace experience services, demonstrating strong project management skills.
Manage solution development lifecycles (DLC), including backlog creation, prioritization, design, testing, and implementation.
Actively engage stakeholders to align projects with user needs and organizational priorities.
Vendor Management
Maintain productive relationships with hardware vendors, ensuring service levels are met and opportunities for improvement are identified.
Act as the primary liaison for vendor communications, incidents, and initiatives.
Building a User-Centric, Inclusive Culture
Foster a culture emphasizing responsiveness, empathy, inclusivity, and a user-first approach.
Promote a business-oriented mindset that demonstrates IT as a strategic enabler, not a cost center.
Encourage collaboration and trust across teams, ensuring service improvements align with end-user needs.
Required Qualifications
Experience
Minimum 5 years in IT service delivery or support, with 3+ years managing hardware or operational teams.
Experience managing HAM programs or endpoint lifecycle management.
Demonstrated success in leading cross-functional teams and service improvement initiatives.
Project Management Skills: Proven ability to manage complex projects, including solution DLC processes.
ITSM Knowledge: Familiarity with ITIL best practices and collaboration with service management teams.
Technical Skills: Proficiency in hardware lifecycle management, asset tracking, and vendor management. Experience with ServiceNow or similar tools is preferred.
Governance Expertise: Experience establishing governance frameworks to meet regulatory, operational, and audit requirements.
Stakeholder Engagement: Strong communication and “selling” skills to secure buy-in for initiatives and convey IT service value.
Cross-Functional Collaboration: Ability to collaborate effectively with technical teams like Endpoint Engineering, Audio Visual, Messaging and Collaboration to align services and enhance outcomes.
Education: Bachelor’s Degree in Information Technology, Business, or related field, or equivalent work experience.
Preferred Qualifications
Certification in ITIL (v3 or v4).
Experience managing service delivery improvements for virtual compute and collaboration services.
Proven ability to build an inclusive, client-focused culture within a technical team.
This role offers a hybrid work environment, balancing onsite responsibilities with remote flexibility to support a diverse user base.
At MIT Lincoln Laboratory, our exceptional career opportunities include many outstanding benefits to help you stay healthy, feel supported, and enjoy a fulfilling work-life balance. Benefits offered to employees include:
Comprehensive health, dental, and vision plans
MIT-funded pension
Matching 401K
Paid leave (including vacation, sick, parental, military, etc.)
Tuition reimbursement and continuing education programs
Mentorship programs
A range of work-life balance options
... and much more!
Please visit our Benefits page (https://hr.mit.edu/benefits) for more information. As an employee of MIT, you can also take advantage of other voluntary benefits, discounts and perks (https://hr.mit.edu/benefits/additional) .
Selected candidate will be subject to a pre-employment background investigation and must be able to obtain and maintain a Secret level DoD security clearance.
MIT Lincoln Laboratory is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or genetic information; U.S. citizenship is required.
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