Manager IT

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Role Summary

We are seeking a results-oriented and innovative  Manager – IT End User Experience to lead our global endpoint management and EUX operations, based in Hyderabad, India. This role is responsible for overseeing the platforms, teams, and services that deliver, manage, and support end-user computing devices across the enterprise. The ideal candidate will drive seamless, secure, and intelligent digital experiences for employees, leveraging leading tools and practices to ensure operational excellence and workforce productivity.

You will manage the teams and technologies responsible for device management, user access, AI-driven automation, experience monitoring, and hardware standards. Key platforms include JAMF, SCCM, Intune, Nexthink, Moveworks, AI Bots, and User Access Management solutions. In addition to strategic oversight, you will ensure these tools are integrated, efficient, and aligned with business needs while fostering innovation and continuous improvement.

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.

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy