Manager, IT CX

Only USC and GC holders (Apply)Level:Senior Manager – IT CX Location:Onsite (Oakland, CA – 5 days/week)This role sits within the IT leadership team and focuses on driving a user-centered support model, improving service delivery, and enhancing overall end-user experience across enterprise systems. It requires strong leadership, IT service management expertise, and a focus on customer satisfaction and continuous improvement.We’re looking for a strong candidate with: 7+ years in IT operations, service desk, or technical support 2+ years managing or leading IT support teams Strong knowledge of ITIL frameworks Experience with ITSM tools (ServiceNow, Jira, Zendesk, etc.) Proven ability to improve user experience, CSAT, and service delivery Experience with Microsoft 365, IAM, and enterprise SaaS platforms Strong analytical skills (SLAs, KPIs, reporting) Excellent communication and stakeholder managementKey responsibilities: Lead IT support and customer experience strategy Manage and mentor support teams Drive service improvements using ITIL best practices Ensure timely issue resolution and root cause analysis Oversee end-user training, onboarding, and self-service tools Track and improve SLAs, CSAT, and service metrics Collaborate with infrastructure, security, and business teams Manage vendors and ensure service quality Communicate outages, changes, and upgrades effectively Represent end-user needs in IT initiatives and change management