Senior Manager, End User Experience

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.

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.

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.

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer:

• • 📍 Amazing centrally located offices near the Bernabeu Stadium.
    
  • 🩺 Private Health Insurance (Sanitas) and daily meal vouchers of 11 EUR will be entirely covered by us.
    
  • 🏡 Hybrid work model balancing office and remote work, with a structured approach for new hires to foster connections and onboarding.
    
  •  🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 23 days of holidays we offer) plus 3 company-paid volunteer days.
    
  • 🤸 Up to 25 EUR per month for a gym subscription.
    
  • 🛴 Flexible retribution plan for kindergarten & transport tickets. 
    
  • 🧑‍🏫 Reimbursement of up to 50% of the cost of English & Spanish classes.
    
  • 🍉 Fresh fruit, cookies, and occasionally some soft drinks as well. 
    
  • 🍕 Regular company and team events like Pizza talks, Team Building activities, Christmas parties, hosting Meetups at the office and more!
    
  • 📣  Bonuses for referring successful hires after three months of continuous employment.
    
  • 💼 Permanent Contract and a competitive compensation package (Stock Options also included).
    
  • 🚚 We offer a relocation package to people who are coming from another country.