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Manager IT
Hyderabad, Telangana
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Lead-End User Experience..
Key Responsibilities
Leadership & Team Management
- Lead and develop high-performing global teams responsible for end-user technology management and digital experience.
- Foster a culture focused on employee experience, automation, and proactive IT operations.
- Partner with service desk, field services, and platform engineering leaders to ensure consistent service delivery.
Tool & Platform Ownership
- Oversee the deployment, maintenance, and innovation of core EUX platforms: JAMF, SCCM, Intune, Nexthink, Moveworks, and AI-based support tools.
- Manage lifecycle and standards for end-user hardware, peripherals, and operating systems across the enterprise.
- Ensure tools are optimized for automation, self-healing, and proactive issue resolution.
Experience & Operations Management
- Champion data-driven decision-making using telemetry, experience monitoring (e.g., Nexthink), and analytics to identify user pain points.
- Drive proactive and automated support using AI bots and virtual agents to reduce manual interventions and improve response times.
- Collaborate with InfoSec and IAM teams on user access management policies and tools.
Process Improvement & Standardization
- Define and enforce global standards for device provisioning, software packaging, patching, and endpoint compliance.
- Promote self-service and zero-touch provisioning strategies.
- Continuously enhance IT processes and workflows using ITIL principles and modern EUX practices.
Stakeholder & Vendor Engagement
- Collaborate with cross-functional IT teams, including Service Desk, Infrastructure, Security, and Applications.
- Manage relationships with software vendors and strategic partners for tool implementation and support.
Reporting & Strategic Insights
- Deliver actionable dashboards and reports on device health, user experience, automation outcomes, and support KPIs.
- Present EUX insights and strategy recommendations to IT leadership.
Qualifications & Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field; Master’s degree or MBA is a plus.
- 10+ years of experience in IT operations, with 5+ years in EUC, endpoint management, or digital experience leadership.
- Proven track record managing modern management tools (JAMF, SCCM, Intune), experience monitoring (Nexthink), and support automation platforms (Moveworks, AI bots).
- Experience with global IT support delivery, device lifecycle management, and endpoint security practices.
- ITIL certification and strong knowledge of ITSM frameworks (ServiceNow preferred).
Key Skills
- Visionary leadership and team-building skills.
- Deep expertise in end-user device management and digital experience platforms.
- Strong communication and cross-functional collaboration abilities.
- Strategic, analytical mindset with focus on operational excellence and customer satisfaction
EEO and Accessibility Commitment
Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, individuals with disabilities, and those of all sexual orientations and gender identities.
Mattel aims to make its Careers website accessible. It is Mattel’s Policy to provide reasonable accommodations to people with disabilities as required by law. If you’re interested in applying for employment with Mattel, and need assistance with this online system at any point during the application, screening or selection process, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: TalentAcquisition@mattel.com. It is Mattel's Policy to consider all qualified applicants for employment without regard to race, color, religion, national origin, ancestry, social origin, age, marital status, veteran and protected veteran status, disability, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, genetic information, gender, gender identity or expression, or any other basis protected by applicable law.