Manager of End User Services, Workhuman
$117-143k
Plus this role is also eligible for bonus or other variable compensation based on job performance
3+ days a week in office (Framingham, MA)
Cloud-based, human capital management software solutions
Be an early applicant
Cloud-based, human capital management software solutions
1001+ employees
Be an early applicant
$117-143k
Plus this role is also eligible for bonus or other variable compensation based on job performance
3+ days a week in office (Framingham, MA)
1001+ employees
Company mission
To make work more human for every person and business on the planet through employee recognition.
Role
Who you are
- Proven experience in IT service management, end‑user support leadership, or a related role
- Strong people‑management skills with experience leading teams in a service‑driven environment
- Demonstrated ability to manage escalations, communicate with senior leadership, and influence a wide range of stakeholders
- Detailed knowledge of service and application delivery, as well as successful service level agreement accomplishments
- Positive attitude with a strong emphasis on being a team player
- Relationship building capabilities; ability to partner closely with internal stakeholders
- Excellent customer service skills
- Knowledge and experience of ITIL/agile and other IT methodologies
- Advanced knowledge of Office 365 suite applications
- Experience in interpreting the applicability of local and federal laws/regulations (including PCI, data privacy practices and laws) to company operations
- Hands-on experience troubleshooting hardware such as servers, routers, switches, end-user equipment
- Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles
- Exceptional detail orientation, project management, interpersonal, and problem-solving skills
What the job involves
- The Manager, End User Services is primarily responsible for overseeing both the technical and managerial aspects of Workhuman’s End-user Services team
- The opportunity to shape and evolve a modern, cloud-first End-user enterprise Service, balancing innovation with reliability
- To help to ensure the stable operation and high security of the company’s IT assets, this includes developing, configuring, maintaining, supporting and documenting all new and existing end-user technology
- You will collaborate with all other departments, supporting their IT needs and planning future growth
- Leadership & People Development: Build and mentor a high‑performing, customer‑centric team. Provide coaching, career development support, and performance management to ensure capability growth and strong service culture
- Service Delivery & Operational Excellence: Ensure consistent, reliable delivery of end‑user support services, including incident and request management, escalations, and service continuity. Uphold agreed service levels and drives adherence to best‑practice service management processes
- Stakeholder Engagement: Maintain strong relationships with business leaders and functional partners, ensuring clear communication, expectation alignment, and proactive identification of service needs
- Service Performance & Reporting: Monitor and analyse service performance metrics, identifying trends, risks, and opportunities for improvement. Provide regular reporting and insights to IT leadership
- Technology Lifecycle & User Experience: Oversee the lifecycle of end‑user technologies and services, contributing to roadmaps, enhancements, and initiatives that improve usability, reliability, and value for employees
- Vendor & Partner Management: Manage relationships with external service providers, ensuring contractual compliance, performance against SLAs, and collaborative service improvement
- Travel: Ability to travel up to 10%
Our take
Companies are increasingly recognising the value of data to drive business decisions. Workhuman has highlighted the impact of employee recognition on workforce performance and has developed an SaaS platform to address this.
Workhuman has launched new reporting features in its Admin Hub to enhance recognition program management. These updates provide program managers with improved control and access to insights from their organisation’s Social Recognition program. The new "Manage Reports" feature allows HR leaders to create and customise reports in real-time, making data more actionable and comprehensible. The "Report Access" function enables managers to authorise users to access centralised reports, eliminating the need for complex spreadsheets.
For 25 years, Workhuman has pioneered employee recognition, fostering appreciation, enhancing performance, and promoting inclusivity. The company’s platform captures authentic human moments and turns them into actionable insights, helping businesses make informed decisions and shape their culture. Workhuman continues to innovate, aiming to improve the reporting experience for its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2004
$9.3m
SERIES B
Jan 2003
$5.4m
SERIES A
Total funding: $15m
Company benefits
- Recognition Rewards - Redeem recognition awards for family vacations, furniture, home improvements, and more
- Fully Paid Parental & Family Leave - Receive 12 weeks of maternity and 4 weeks of paternity/adoptive/foster leave
- HRA and FSA Plans - Get reimbursed for deductible payments and save money by enrolling in a flexible spending account
- Tuition Reimbursement & Training and Development - Keep learning, no matter what stage of your career you’re in
- Wellness Initiatives & Reimbursements - Stay healthy with wellness reimbursements and programs that keep your well-being top of mind
- Comprehensive Health, Dental & Vision coverage - We offer several options to meet your healthcare and well-being needs
Company HQ
Framingham, MA
Leadership
Eric Mosley
(Co-Founder & CEO)Co-founder and CEO, leading the company since 1999. Was previously an Internet Consultant at CSK Consultant.
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