Senior Manager, End User Services – GenAI, Data & Analytics

Role Summary

Senior Manager, End User Services (GenAI, Data & Analytics, Virtual Agent) based in Raritan, NJ. Lead the strategic and operational delivery of next-generation digital workplace capabilities, including enterprise Generative AI initiatives, data-driven insights, the Virtual Agent platform, and Nexthink digital experience analytics. Advance user experience through intelligent automation, proactive insights, and automation-driven optimization. Combine deep technical depth in data and AI platforms with leadership experience in modern workplace transformation.

Responsibilities

• Develop and implement a roadmap for GenAI, Nexthink, data analytics, and Virtual Agent capabilities within End User Services.
• Partner with enterprise architecture, data governance, ServiceNow platforms and AI leadership teams to align EUS technology strategy with organizational objectives.
• Champion employee experience as a measurable business outcome using data-driven insights.
• Drive deployment and adoption of GenAI tools such as Microsoft Copilot, ChatGPT Enterprise, and ServiceNow GenAI across End User Services.
• Identify, design, and deliver high-value AI use cases that reduce manual effort, improve knowledge accessibility, and enhance productivity.
• Collaborate with cybersecurity and compliance teams to ensure secure and responsible AI operations.
• Leverage Nexthink to ensure continuous improvement of digital experience monitoring capabilities.
• Proactively identify end-user difficulties, optimize endpoint performance, and reduce incident volume.
• Develop actionable dashboards and executive reporting using Power BI and Nexthink Analytics to track digital experience score, device health, and user sentiment.
• Lead integration of Nexthink insights into automation and self-healing workflows.
• Partner with Managed Service Providers (MSPs) and internal teams to ensure Nexthink data quality, governance, and adoption across the enterprise.
• Lead strategy and continuous improvement for the Virtual Agent platform, driving increased self-service adoption and AI-assisted resolution.
• Oversee conversational design, intent accuracy, and knowledge management to improve user engagement and satisfaction.
• Collaborate with ServiceNow, Microsoft, and automation engineering teams to deliver seamless experiences.
• Lead and mentor a multidisciplinary team of engineers, data analysts, and automation specialists.
• Foster a culture of innovation, experimentation, and data-driven improvement.
• Manage vendor partnerships, budgets, and project delivery aligned to service experience goals.

Qualifications

• Required: Bachelor’s degree in Computer Science, Information Systems, Data Analytics, or related field.
• Required: 8+ years of progressive IT experience, including 3+ years in a management role leading end-user or digital workplace teams.
• Required: Hands-on experience with Nexthink administration, analytics, and dashboard creation.
• Required: Experience with ServiceNow platform.
• Required: Proven success using Nexthink insights to drive measurable improvements in device performance and employee satisfaction.
• Required: Expertise in ITSM, data visualization (Power BI, Nexthink Analytics), and automation tools (ServiceNow, Power Platform).
• Required: Solid understanding of GenAI technologies and their application within enterprise IT.
• Required: Exceptional communication and customer engagement skills.
• Preferred: Master’s degree in Data Analytics, Business Administration, or related field.
• Preferred: Certifications such as ITIL, Nexthink Experience, Power BI Data Analyst, or AI Fundamentals.
• Preferred: Experience in managing outsourced or global end-user support operations.

Skills

• Data Visualization
• Generative AI
• NEXThink (Software)
• ServiceNow Platform

Education

• Bachelor’s degree in Computer Science, Information Systems, Data Analytics, or related field
• Master’s degree (preferred)