Manager, End User Services - Framingham, MA

Job Description: · Purpose of Role · The Manager, End User Services is primarily responsible for overseeing both the technical and managerial aspects of Workhuman's End-user Services team. The opportunity to shape and evolve a modern, cloud-first End-user enterprise Service, bala ...

Job description

Job Description:

Purpose of Role

The Manager, End User Services is primarily responsible for overseeing both the technical and managerial aspects of Workhuman's End-user Services team. The opportunity to shape and evolve a modern, cloud-first End-user enterprise Service, balancing innovation with reliability.

To help to ensure the stable operation and high security of the company's IT assets, this includes developing, configuring, maintaining, supporting and documenting all new and existing end-user technology. You will collaborate with all other departments, supporting their IT needs and planning future growth.

**This is a hybrid role requiring at least three days a week onsite in our Framingham, MA HQ office**

**Applicants must have valid permanent work authorization in the U.S. (e.g., U.S. citizen, permanent resident). We are unable to offer visa sponsorship for this role.

What We Can Offer:

• Leadership & People Development: Build and mentor a high‑performing, customer‑centric team. Provide coaching, career development support, and performance management to ensure capability growth and strong service culture.
• Service Delivery & Operational Excellence: Ensure consistent, reliable delivery of end‑user support services, including incident and request management, escalations, and service continuity. Uphold agreed service levels and drives adherence to best‑practice service management processes.
• Stakeholder Engagement: Maintain strong relationships with business leaders and functional partners, ensuring clear communication, expectation alignment, and proactive identification of service needs.
• Service Performance & Reporting: Monitor and analyse service performance metrics, identifying trends, risks, and opportunities for improvement. Provide regular reporting and insights to IT leadership.
• Technology Lifecycle & User Experience: Oversee the lifecycle of end‑user technologies and services, contributing to roadmaps, enhancements, and initiatives that improve usability, reliability, and value for employees.
• Vendor & Partner Management: Manage relationships with external service providers, ensuring contractual compliance, performance against SLAs, and collaborative service improvement.
• Travel: Ability to travel up to 10%.

What You Bring:

• Proven experience in IT service management, end‑user support leadership, or a related role.
• Strong people‑management skills with experience leading teams in a service‑driven environment.

• Demonstrated ability to manage escalations, communicate with senior leadership, and influence a wide range of stakeholders.

• Detailed knowledge of service and application delivery, as well as successful service level agreement accomplishments.

• Positive attitude with a strong emphasis on being a team player

• Relationship building capabilities; ability to partner closely with internal stakeholders

• Excellent customer service skills

• Knowledge and experience of ITIL/agile and other IT methodologies

• Advanced knowledge of Office 365 suite applications

• Experience in interpreting the applicability of local and federal laws/regulations (including PCI, data privacy practices and laws) to company operations.

• Hands-on experience troubleshooting hardware such as servers, routers, switches, end-user equipment

• Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles.

• Exceptional detail orientation, project management, interpersonal, and problem-solving skills

The base salary range for this position is $117,000–$143,000. Offered base compensation within this range will be determined based on the candidate's qualifications, experience, geographic location, and other factors relevant to the scope and responsibilities of this role.

This role is also eligible for bonus or other variable compensation based on job performance and our standard benefits package, which supports employee well-being and work-life balance.

Thank you for considering joining our team. We strive to create an inclusive and accessible application process for all candidates. If you encounter any difficulties or have specific accessibility requirements while applying for this position, please don't hesitate to reach out to us at

g

for assistance. We are committed to ensuring equal access to opportunities for all individuals.

The Company:

At Workhuman our mission is to bring more humanity to the workplace. We recognise and embrace individuals' differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don't think you "check every single box" above, please still consider applying. We're looking for a human who is collaborative, and innovative with a growth mindset. We love what we do because we're shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world's leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.

Did you know we have an award-winning culture across EMEA and North America:

• We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large sized workplace category. We were also recognised as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022.
• In 2021 we were named as #2 Best Workplace in Europe in the medium sized workplace category.
• We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as a Best Place to Work in Boston, U.S. Best Large Places to Work and U.S. Best Places to Work.
• There are currently over 7.5 million users on the Workhuman cloud across 180 countries.
• Our core values are Respect, Determination, Innovation and Imagination.

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.