•About the Role

We are building a dedicated, proactive team focused on transforming the end-user experience for our healthcare clients accessing applications via Citrix. As the Manager of Citrix Customer Experience, you will lead a team of Citrix engineers with a clear mission: systematically identify, remediate, and eliminate the root causes of poor Citrix logon times and suboptimal application performance across our entire customer install base. You will be the driving force that turns raw data, tribal knowledge, and lessons learned into repeatable, scalable improvements that directly benefit our clients every day.

This is not a reactive, ticket-driven role. You will build a culture of proactive ownership, where your team wakes up every morning focused on one thing — making the customer experience measurably better.

Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and grow a team of Systems Engineers and Expert Systems Engineers focused on Citrix logon performance and GPO optimization

• Build a team culture centered on proactive analysis, curiosity, and relentless improvement — not reactive ticket resolution

• Recruit, onboard, and develop engineers with the right mix of deep technical knowledge and analytical mindset

• Set clear goals, track performance metrics, and hold the team accountable to measurable customer experience outcomes

• Foster cross-functional collaboration with Citrix, Windows, Network, and Application teams to ensure improvements are shared, adopted, and propagated across the organization

• Run structured learning sessions, training surges, and knowledge-sharing initiatives so the team continuously builds expertise

Strategic Direction & Execution

• Own the team charter around Citrix logon time improvement and GPO standardization, translating high-level goals into a specific, actionable roadmap with clear owners, timelines, and measurable outcomes

• Establish a systematic, data-driven methodology for identifying logon time anomalies across the customer base — comparing high-performing customers against low-performing ones to surface patterns and root causes

• Ensure all lessons learned are captured, codified into knowledge articles and runbooks, and propagated across the full install base — not just the customer where the discovery was made

• Champion the use of AI tools, Power BI dashboards, Logic Monitor, Citrix Director, and Azure Log Analytics to drive insights at scale, rather than relying on individual heroics

• Prioritize and manage a backlog of improvement opportunities, balancing quick wins against longer-term systemic changes

• Report progress, trends, and outcomes to senior leadership in a clear, concise way — demonstrating measurable impact on customer experience

Technical Oversight

• Provide technical guidance and review on Citrix logon diagnostics, GPO audits, profile management, and HDX optimization

• Ensure the team follows a rigorous, methodical troubleshooting process — leveraging Wireshark traces, Citrix Director, event logs, Azure Log Analytics, and Power BI — rather than guessing or relying on anecdote

• Oversee the development and maintenance of a GPO best practice library and Citrix policy standards that can be consistently applied across all customer environments

• Review Optimus reports, Citrix policy dashboards, and GPO Power BI outputs regularly to identify systemic gaps and drive remediation

• Ensure FSLogix, Citrix Workspace App, StoreFront configurations, and other profile/session technologies are deployed correctly and consistently

Required Qualifications

• 5+ years of people management experience, with a proven track record of building and leading high-performing technical teams

• 5+ years of hands-on technical experience with Citrix Virtual Apps and Desktops (XenApp/XenDesktop), including architecture, administration, and troubleshooting in enterprise environments

• Strong working knowledge of the Citrix logon process end-to-end — including Session Startup, Brokering, HDX, Authentication, GPO processing, Profile Load, and Interactive Session phases

• Experience with Windows Server administration, Group Policy (GPO) design, management, and troubleshooting in large-scale environments

• Demonstrated ability to drive improvement through data analysis — comfortable working with Power BI, Logic Monitor, Citrix Director, or similar monitoring platforms

• Experience managing teams that work across multiple customers or environments simultaneously, with the ability to balance customer-specific work against broader systemic improvements

• Excellent communication skills — able to translate complex technical findings into clear business impact narratives for both technical and non-technical audiences

• Strong organizational skills with the ability to manage competing priorities, build structured processes, and maintain momentum over time

• Experience working in or with healthcare IT environments or other regulated industries

• Citrix certifications (CCA-V, CCE-V, or equivalent) are a plus

What Success Looks Like

Within the first 90 days, you will have established a clear team operating rhythm, identified the highest-impact opportunities for logon time improvement, and begun executing against a documented roadmap. Within 6 months, measurable improvement in average logon times and reduction in high-tail outliers will be visible across multiple customers, with lessons documented and propagating across the install base.