Senior End User Experience Manager – AI-Augmented Support Model

Job Description

Senior Manager, End User Experience | Nexthink

The Tone:
This is a full-time role at Nexthink, likely hybrid in Madrid, Spain, leading a global team. Nexthink builds Digital Employee Experience (DEX) management solutions, and this role is central to redefining internal IT support into a modern, AI-augmented self-service model. The position is critical as it serves as Nexthink’s own best reference customer, providing direct operational insights to enhance its products.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Madrid, Spain

• Team: Manages a 9-person team spread across five countries, reporting directly to the Senior IT Director.
• Mission: To lead the global End User Experience team, redefine internal IT support with AI-augmented self-service, and serve as Nexthink’s internal reference customer for its own DEX platform.
• Tech Stack: Spark (AI-powered personal IT agent), AI-powered ITSM platform, Nexthink’s own DEX platform.

What You’ll Actually Do
• Lead Transformation: Lead the global End User Experience team and redefine internal IT support by building a modern, largely self-service, AI-augmented support model.
• Manage Operations: Manage a 9-person distributed team, owning the full IT Workplace experience end-to-end, including devices, peripherals, and remote office infrastructure.
• Drive Platform Adoption: Personally drive the adoption curve for Spark and the new AI-powered ITSM platform, working directly with the Engineering and Product teams during active development.
• Ensure Compliance: Integrate security and compliance, specifically ISO 27001 and SOC 2 Type II, into all team processes and operations.
• Advocate Internally: Actively use, stress-test, and enhance Nexthink’s own DEX platform internally, feeding real operational insight back into the product and acting as an internal champion for great DEX.

The Must-Haves
• Background: University degree. Career level: Senior Manager in IT end-user support or workplace technology.
• Experience: 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.
• Skills:
• Hands-on experience in automation and AI-driven support tooling, with a focus on eliminating manual work.
• Ability to collaborate directly with Engineering and Product teams on in-development products, tolerating ambiguity and providing structured operational feedback.
• Strong analytical mindset, comfortable using data, SLAs, and KPIs to drive decisions.
• Working exposure to ISO 27001 and/or SOC 2 Type II frameworks, combined with ITIL certification.
• Native Spanish speaker with professional-level English (written and verbal), possessing strong written and verbal communication and influencing skills.