IT End User Experience Manager

Swagelok is a global organization and one of the largest employers of manufacturing talent in Northeast Ohio.  We are driven by our core values of Quality, Integrity, Respect for the Individual, Customer Focus, Innovation, and Continuous Improvement, which are demonstrated through our daily actions. For over 75 years, our dedication to our core values has been the foundation for our success.  

Our products have been up into space, down to the bottom of the ocean, and everywhere in between. That same dedication spans to our customers. Throughout our organization we demonstrate a commitment to these values and those we bring onboard. Whether you want to grow in your role or explore broad opportunities and develop new skills—you’ll thrive in a culture that promotes learning and development.

We strive to be a company where we all can do our best work with a true sense of purpose and belonging.  Be Connected. Be Valued. Be You.  We hope you’ll consider joining our team. The Manager, End User Experience provides strategic and operational leadership for the technologies, services, and teams that shape the company’s global digital workplace. The role leads end-user computing, collaboration platforms, service desk operations, and enterprise and commercial business applications, including Microsoft 365, Exchange, SAP client access, SaaS offerings, CRM, planning systems, business services, and product-support platforms.

This leader partners with business and IT stakeholders to deliver secure, reliable, scalable, and intuitive solutions; optimizes the Microsoft ecosystem; owns technology and application roadmaps, vendor relationships, change management and adoption, service performance, and continuous improvement; and develops a high-performing, customer-focused team.

Essential Duties and Responsibilities:

Strategy, Governance, and Business Alignment Define and execute the global end-user experience strategy across end-user computing, collaboration, service desk, enterprise applications, and commercial IT services. Partner with business and IT leaders to translate priorities into requirements and multiyear product and technology roadmaps aligned to business outcomes. Establish governance, standards, policies, lifecycle practices, metrics, and reporting for service health, risk, investment, adoption, and business value.

Evaluate industry and product trends to improve user experience, productivity, resilience, security, and cost effectiveness. End-User Computing and Collaboration Lead engineering, operations, support, and lifecycle management for end-user devices, operating systems, mobile technologies, peripherals, collaboration tools, and related services. Own strategy, adoption, technical direction, and operational health for the Microsoft ecosystem, including Microsoft 365, Exchange, Teams, SharePoint, One Drive, Intune, endpoint management, and related capabilities.

Ensure platforms and device-management practices meet expectations for security, availability, performance, reliability, compliance, usability, and diverse workforce needs. Oversee end-user computing and collaboration initiatives from design through implementation, transition, adoption, and support. Business Applications and Product Support Lead the portfolio supporting business operations and commercial capabilities. Establish ownership, service models, support tiers, escalation paths, roadmaps, lifecycle plans, and integration standards.

Partner with business owners, product owners, architects, cybersecurity, infrastructure, vendors, and implementation partners to deliver secure, resilient and scalable solutions. Prioritize enhancements, defects, upgrades, integrations, and technical debt based on value, risk, customer impact,…