Nexthink DEX Operations
About The Position
As a DEX Operations Supervisor, you will lead the day‑to‑day delivery of Insight’s Managed Digital Employee Experience (DEX) services, overseeing a globally distributed team of onshore and offshore resources. You will be responsible for operational excellence, service quality, and customer satisfaction while serving as a subject matter expert (SME) for Nexthink‑powered DEX operations. This role blends technical expertise, people leadership, and service delivery ownership, helping customers shift from reactive IT support to proactive, experience‑driven operations. Within your first 60 days, Insight will support you in becoming a certified Nexthink expert, including: Nexthink Partner Product Certification Nexthink Partner DEX Managed Services Certification About Insight’s Managed DEX Insight’s Managed DEX helps organizations improve employee productivity by proactively identifying and resolving end‑user experience issues before they impact the service desk. By leveraging Nexthink insights, we enable customers to reduce incidents, improve satisfaction, and deliver modern, data‑driven IT experiences. We’re looking for professionals who are passionate about emerging technologies and excited to help enterprise customers modernize how IT supports the workforce.
Requirements
- 2+ years of experience working in a Nexthink or Digital Employee Experience (DEX) environment (preferred)
- Nexthink or equivalent experience
- 1+ year of experience using ITSM platforms (e.g., ServiceNow)
- Strong operational leadership skills with the ability to manage multiple priorities
- Excellent communication skills with a customer‑first mindset
- Proven ability to respond to issues professionally and efficiently in fast‑paced environments
- Willingness and ability to obtain Nexthink certifications within the first 60 days
Responsibilities
- Oversee daily operations of a Managed DEX team supporting multiple enterprise customers
- Lead service delivery to ensure consistent performance, SLA adherence, and high customer satisfaction
- Serve as the escalation point during critical incidents, providing clear, professional customer communication
- Use the Nexthink platform to: Diagnose root causes of end‑user experience issues
- Develop and recommend remediation actions
- Implement solutions or escalate through ITSM workflows with clear documentation
- Act as a DEX and Nexthink subject matter expert, providing guidance, best practices, and thought leadership
- Drive operational excellence through process improvement, knowledge sharing, and performance management
- Mentor and develop team members across onshore and offshore delivery models
Benefits
- Fully remote work environment
- The flexibility to work from another location, including international destinations, for up to 30 consecutive days per year
- Ongoing learning, certification, and career growth opportunities
- A supportive, inclusive culture built on Insight’s values of Hunger, Heart, and Harmony
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
