Exception Information Technology

Description

We are looking for an experienced IT leader to oversee the user technical experience across Digital Workplace services in Kansas City, Kansas. This Long-term Contract position focuses on strengthening service readiness, improving end-user adoption, and ensuring support teams are prepared for successful production deployments. The role works closely with business leaders, project stakeholders, and technical teams to promote effective change management, high-quality documentation, and a consistently positive user experience.

Responsibilities:
Lead the IT user technical experience function, guiding daily operations and setting priorities that support dependable service delivery and strong end-user outcomes.
Direct team scheduling, coverage planning, and on-call readiness while coaching staff through regular check-ins, performance discussions, and development planning.
Partner with Digital Workplace teams and business stakeholders to identify service improvement opportunities and enhance the quality of deliverables.
Create and maintain user-centered planning materials such as journey maps, personas, and design frameworks that align solutions with business goals and product direction.
Oversee knowledge base content, ensuring support documentation remains accurate, current, and useful for both technical teams and end users.
Coordinate training initiatives, awareness sessions, and product adoption activities that help business units understand and effectively use new tools and services.
Collect and evaluate user feedback through surveys, research activities, and usability reviews to drive continuous improvement and customer satisfaction.
Support deployments by organizing testing groups, tracking risks and issues, and working with project leaders to resolve concerns before and after production release.
Manage smaller initiatives independently, maintaining timelines, communication, and execution standards when formal project office support is not required.
Guide the development of wireframes, prototypes, and interaction concepts to ensure technology solutions remain consistent, intuitive, and aligned with user needs.

Requirements

Demonstrated experience leading IT support, digital workplace, or user experience teams in a fast-paced business environment.
Strong background in customer service, technical support, and stakeholder communication with the ability to build trust across departments.
Proven ability to manage operational processes, staffing coverage, team development, and service documentation.
Experience supporting technology rollouts, user training programs, and change-related activities tied to production readiness.
Knowledge of user research, usability evaluation, reporting, and data analysis used to improve service design and customer satisfaction.
Practical project coordination skills, including timeline management, issue escalation, and collaboration with cross-functional teams.
Ability to develop clear training materials, knowledge articles, and business-facing communications for technical initiatives.
Strong leadership, organizational, and continuous improvement skills with a focus on service quality and operational integrity.

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