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Michael Baker International

We Make a Difference

IT Experience Manager

ManagerManagerFull TimeRemoteLeadTeam 1,001-5,000H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

31 days ago

Salary

$89.0K - $128.6K / year

Seniority

Lead

Bachelor Degree10 yrs expEnglishITSM

Job Description

IT Experience Manager

Michael Baker International

• Shape and oversee the digital employee experience across the Service Desk with emphasis on intuitive self-service, automated triage, and proactive, user-friendly ticketing communications. • Define and drive the strategy for self-service adoption (knowledge base, bots, guided workflows, and service catalog enhancements) to reduce ticket volume and reduce user effort. • Design and manage shift coverage, staffing levels, workloads, and on-call rotations to meet SLA targets while prioritizing employee experience and automated throughput. • Provide guidance for intelligent routing, escalation, and proactive user communications to minimize disruption and maximize satisfaction; leverage AI-assisted triage where appropriate. • Monitor and optimize ticket queues, backlogs, throughput, and automated resolution rates to sustain exceptional user experiences. • Lead initiatives to create robust self-service experiences (FAQs, guided resolutions, chatbots, AI assistants) and measurable increases in self-service adoption. • Define and implement self-healing mechanisms (automated remediation, automated ticket creation/closure, health checks, predictive alerts) to reduce manual interventions by technicians. • Partner with the ITSM team to establish governance for reporting projects to focus on resolution quality, effort to resolve, and impact to productivity. • Define and enforce experience-focused quality standards for incident handling, problem management, and service requests with a lens on automation-assisted interactions. • Implement QA activities (call/chat/email reviews, ticket quality checks) with actionable feedback to improve the employee experience. • Lead initiatives to improve first contact resolution, MTTR, and user satisfaction through design, automation, self-service, and streamlined workflows. • Partner with IT and business leaders to identify process gaps, automate routine tasks, and optimize tools to reduce friction; continuously evaluate emerging AI/automation opportunities. • Ensure effective incident management practices, including major incident coordination and post-incident reviews from an employee experience perspective; include learnings for automation and self-healing actions. • Define, track, and report KPIs focused on employee experience and automation outcomes (e.g., CSAT, user effort, first contact resolution, automated resolution rate, self-service adoption, mean time to auto-remediate). • Act as a liaison between IT teams, contractors, and business units to align support services with employee needs; advocate for automation-enabled experiences. • Manage stakeholder expectations, communicate updates, and coordinate with other IT service managers on cross-functional incidents, focusing on minimizing user disruption.

Job Requirements

  • Bachelor’s degree in information technology, Computer Science, or related field
  • Minimum of 10 years of experience in IT service delivery, with at least 5 years in an ITSM related role, preferably within the construction or engineering sector.
  • ITIL Foundation or higher preferred; additional IT service management, leadership, UX, or AI/automation certifications are a plus.
  • Proven experience in leading cross-functional teams and managing multiple projects simultaneously while maintaining a focus on service quality.
  • Strong understanding of ITIL principles and best practices; track record of applying them to enhance user experience, including automation-aware processes.
  • Proven ability to lead and develop high-performing teams; experience coaching in customer-centric environments and resilience in automation-enabled operations.
  • Proficient in defining, tracking, and analyzing service metrics; skilled in dashboards, reporting, and translating data into user-centric improvements and automation outcomes.
  • Excellent communication and collaboration skills; ability to convey technical concepts to non-technical stakeholders and advocate for the employee experience.
  • Strong analytical and troubleshooting skills with a customer-service orientation; adept at identifying automation opportunities that improve user journeys.

Benefits

  • Medical, dental, vision insurance
  • 401k Retirement Plan
  • Health Savings Account (HSA)
  • Flexible Spending Account (FSA)
  • Life, AD&D, short-term, and long-term disability
  • Professional and personal development
  • Generous paid time off
  • Commuter and wellness benefits

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