End-User Support Specialist Jobs in Connecticut

Position Summary:

The Head of Employee Technology & Experience is responsible for the strategy, delivery, and operational leadership of the company’s employee-facing technology organization, including end-user support, endpoint engineering, workplace technology, and productivity platforms. Reporting to the Head of Corporate Technology, this leader will drive a modern and scalable employee technology experience that enhances productivity, improves operational efficiency, and delivers high-quality support and collaboration capabilities across the enterprise.

Key Responsibilities:

- Lead the overall employee technology strategy across support, endpoint management, collaboration tooling, and workplace experience
- Oversee Global Service Desk operations, ensuring high-quality end-user support and operational responsiveness
- Own Endpoint Engineering strategy across device lifecycle management, standards, automation, and endpoint security alignment
- Lead Mac Experience and employee productivity initiatives, including collaboration and enablement tooling
- Oversee AV and workplace technology experience across conference rooms, events, and office collaboration environments
- Drive continuous improvement initiatives focused on employee productivity, support experience, and operational efficiency
- Drive operational maturity and workflow optimization through ServiceNow and related employee support platforms
- Partner with AI Enablement to evaluate and implement productivity-enhancing AI capabilities
- Establish operational metrics, SLAs, and service performance standards across all employee technology functions
- Build and lead a high-performing organization with strong leadership accountability and team development

Qualifications

- 12-15+ years of experience leading enterprise end-user technology or digital workplace organizations
- Deep expertise across service desk operations, endpoint engineering, and employee productivity platforms
- Experience leading large-scale employee technology environments in complex enterprise organizations
- Proven ability to improve operational scalability and employee technology experience simultaneously
- Strong leadership and organizational influence skills across technical and business teams
- Experience building and leading high-performing operational technology organizations
- Ability to operate strategically while maintaining strong execution and operational oversight
- Strong experience with ServiceNow, including ITSM workflows, operational processes, and platform-driven support organizations

Benefits

The base salary range for this role is $200,000 to $230,000 depending on level. iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.