DESCRIPTION
The IT Experience Manager will be a digital IT experience champion for employees by accelerating self-service adoption, researching and applying AI-driven automation, and enabling self-healing IT systems. This role extends beyond traditional service desk management to design intuitive, user-centric digital touchpoints, intelligent routing, and proactive, automated resolution. You will guide the service desk and ITSM improvements to deliver frictionless, high-quality employee experience that aligns with ITIL practices and business objectives. You will manage two Service Desk Supervisors and the Level 1 and Level 2 support teams, ensuring timely incident response, meaningful user interactions, and continuous service enhancements through automation and self-service empowerment.
Essential Duties & Responsibilities:
- Shape and oversee the digital employee experience across the Service Desk with emphasis on intuitive self-service, automated triage, and proactive, user-friendly ticketing communications.
- Define and drive the strategy for self-service adoption (knowledge base, bots, guided workflows, and service catalog enhancements) to reduce ticket volume and reduce user effort.
- Design and manage shift coverage, staffing levels, workloads, and on-call rotations to meet SLA targets while prioritizing employee experience and automated throughput.
- Provide guidance for intelligent routing, escalation, and proactive user communications to minimize disruption and maximize satisfaction; leverage AI-assisted triage where appropriate.
- Monitor and optimize ticket queues, backlogs, throughput, and automated resolution rates to sustain exceptional user experiences.
- Lead initiatives to create robust self-service experiences (FAQs, guided resolutions, chatbots, AI assistants) and measurable increases in self-service adoption.
- Define and implement self-healing mechanisms (automated remediation, automated ticket creation/closure, health checks, predictive alerts) to reduce manual interventions by technicians.
- Partner with the ITSM team to establish governance for reporting projects to focus on resolution quality, effort to resolve, and impact to productivity.
- Define and enforce experience-focused quality standards for incident handling, problem management, and service requests with a lens on automation-assisted interactions.
- Implement QA activities (call/chat/email reviews, ticket quality checks) with actionable feedback to improve the employee experience.
- Lead initiatives to improve first contact resolution, MTTR, and user satisfaction through design, automation, self-service, and streamlined workflows.
- Partner with IT and business leaders to identify process gaps, automate routine tasks, and optimize tools to reduce friction; continuously evaluate emerging AI/automation opportunities.
- Ensure effective incident management practices, including major incident coordination and post-incident reviews from an employee experience perspective; include learnings for automation and self-healing actions.
- Define, track, and report KPIs focused on employee experience and automation outcomes (e.g., CSAT, user effort, first contact resolution, automated resolution rate, self-service adoption, mean time to auto-remediate).
- Act as a liaison between IT teams, contractors, and business units to align support services with employee needs; advocate for automation-enabled experiences.
- Manage stakeholder expectations, communicate updates, and coordinate with other IT service managers on cross-functional incidents, focusing on minimizing user disruption.
Supervisory responsibilities:
- Directly manage two Service Desk Supervisors who oversee Level 1 and Level 2 technicians, and the Executive Support Specialist who assists our executive leaders.
REQUIREMENTS
- Bachelor’s degree in information technology, Computer Science, or related field
- Minimum of 10 years of experience in IT service delivery, with at least 5 years in an ITSM related role, preferably within the construction or engineering sector.
- ITIL Foundation or higher preferred; additional IT service management, leadership, UX, or AI/automation certifications are a plus.
- Proven experience in leading cross-functional teams and managing multiple projects simultaneously while maintaining a focus on service quality.
- Strong understanding of ITIL principles and best practices; track record of applying them to enhance user experience, including automation-aware processes.
- Proven ability to lead and develop high-performing teams; experience coaching in customer-centric environments and resilience in automation-enabled operations.
- Proficient in defining, tracking, and analyzing service metrics; skilled in dashboards, reporting, and translating data into user-centric improvements and automation outcomes.
- Excellent communication and collaboration skills; ability to convey technical concepts to non-technical stakeholders and advocate for the employee experience.
- Strong analytical and troubleshooting skills with a customer-service orientation; adept at identifying automation opportunities that improve user journeys.
COMPENSATION
The salary range for this position is $89,043 to $128,557. Salary is dependent on the experience level and qualifications of the incoming candidate.
BENEFITS
- Medical, dental, vision insurance
- 401k Retirement Plan
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Life, AD&D, short-term, and long-term disability
- Professional and personal development
- Generous paid time off
- Commuter and wellness benefits
Michael Baker International, a leading provider of engineering and consulting services, including design, planning, architectural, environmental, construction and program management, has been solving some of the world’s most complex infrastructure challenges for more than 85 years with a legacy of expertise, experience, innovation and integrity.
Based in Pittsburgh and with over 100 offices nationwide, we partner with clients on everything from roads, bridges, tunnels, mass transit, and airports, to water treatment plants, arctic oil pipelines, environmental restoration and specialized overseas construction. We serve as a trusted adviser to the communities we serve, making them safer, more accessible, more sustainable and more prosperous.
We provide visionary leadership in facilitating transformational change for our clients. Our work delivers differentiating innovations and dedicated experts who challenge the status quo and share a world of diverse experience and an impassioned entrepreneurial spirit. We deliver quality of life.
We Make a Difference.
Michael Baker International is proud to be an Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment. Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. We encourage all qualified applicants to apply for any open position for which they feel they are qualified and all will receive consideration for employment without regard to race, color, religion, creed, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, familial status, pregnancy or childbirth, genetic information, disability, protected veteran status, status with regard to public assistance, or membership or activity in a local human rights commission, or any other legally protected status.
EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination.
*It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*There is no current application deadline. Michael Baker will continue to accept applications on an ongoing basis until the position is filled or no longer needed.
