Exception Information Technology

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.
• 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.