NEXTHINK Platform Engineering Manager

Job Overview

We are seeking a senior leader to own the strategy, design, and implementation of the Nexthink platform to enhance Digital Employee Experience (DEX) and proactive IT operations. The role will drive platform architecture, use case development, and enterprise adoption—partnering across IT, Service Desk, End User Computing (EUC), and Infrastructure teams.

• Define and execute the enterprise Nexthink strategy and roadmap.
• Establish Nexthink as a core capability for proactive IT operations and DEX.
• Lead platform governance, standards, and best practices.
• Build and mature a high‑performing Nexthink product team.
• Lead end‑to‑end design and deployment of Nexthink (data model, collectors, campaigns, remote actions, dashboards).
• Architect scalable solutions aligned to enterprise security, compliance, and data privacy requirements.
• Oversee integrations with platforms such as Service Now, CMDB, and endpoint management tools.
• Identify and prioritize high‑impact use cases (e.g., incident reduction, device performance, software experience, proactive remediation).
• Partner with Service Desk and Operations teams to embed Nexthink into daily workflows.
• Define and track KPIs (DEX scores, MTTR reduction, call deflection, automation rates).
• Enable proactive and self‑healing capabilities using Nexthink automation.
• Integrate insights into Service Now workflows, Virtual Agent, and agent tooling.
• Support shift‑left and remote resolution strategies.
• Partner with EUC, Infrastructure, Security, Risk, and Business Units.
• Communicate outcomes through executive‑level reporting and dashboards.
• Act as the primary liaison with Nexthink vendor and third‑party partners.
• Design, build, direct, and implement enterprise infrastructure technology platforms and systems across cloud, network, database, storage, platform, computing, or middleware domains.
• Develop and apply advanced automation, monitoring, and optimization techniques to ensure high availability and performance of infrastructure.
• Lead large, complex technical infrastructure initiatives of strategic importance involving cross‑departmental teams.
• Collaborate with cross‑functional teams and external partners to integrate new technologies and drive continuous improvement of infrastructure standards and processes.
• Troubleshoot and resolve numerous, complex critical technical issues impacting infrastructure performance and reliability.
• Ensure compliance with technology strategies, standards, and governance to mitigate risks and maintain regulatory adherence.
• Document and communicate infrastructure designs, configurations, and procedures to support operational consistency and knowledge sharing.
• Provide advanced technical guidance and training to infrastructure teams and lower‑level technical professionals.
• Demonstrate technical innovation in supporting business objectives and technical strategic objectives.
• Influence infrastructure‑related decisions and communicate effectively with stakeholders to align solutions with business objectives.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field.
• Minimum of 10 years of professional experience in infrastructure engineering.
• Advanced knowledge of enterprise infrastructure technologies including cloud, network, database, storage, platform, computing, and middleware.

• Experience working in Agile teams and knowledge of Agile development & release practices.
• Experience supporting a team with Dev Ops in an Enterprise Agile framework (SAFe, LeSS, DAD, Enterprise Scrum, Nexus, etc.).
• 2–4+ years of hands‑on experience with Nexthink platform (design, deployment, optimization).
• Proven experience leading enterprise platform implementations.
• Strong understanding of Digital Employee Experience (DEX).
• Endpoint management knowledge (Intune, SCCM, etc.).
• ITSM platforms experience (Service Now preferred).

• Medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax‑preferred savings accounts, and a 401k plan.
• 10 days of vacation (prorated), 10 sick days (prorated), and paid holidays.
• Eligibility for defined benefit pension plan, restricted stock units, and/or deferred compensation depending on division.
• Additional benefits as part of Truist benefits.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace. EEO is the Law. E-Verify IER Right to Work.