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Senior Manager, End User Services

18 hours, 6 minutes ago
North America
Full-time
Lead
Operations Manager
Customer and Technical Support
Bash GitLab PowerShell Python
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 119

Description

  • Lead, coach, and develop a globally distributed End User Services team that supports Team Members across every time zone.
  • Own the strategy and day-to-day operations of end user services, including incident, request, problem, and change management.
  • Manage service performance against SLAs, CSAT, MTTA, and MTTR targets and use metrics to drive improvement.
  • Administer and improve the core Team Member SaaS stack, including Google Workspace, Slack, Okta, GitLab, Glean, and Zoom.
  • Scale support through automation, self-service, AI, knowledge base improvements, and runbook automation.
  • Partner with People Operations to deliver a smooth onboarding and offboarding experience, including access, equipment, and tooling readiness.
  • Own the global IT asset and SaaS lifecycle, including hardware refresh, license compliance, vendor consolidation, and renewals.
  • Serve as the senior escalation point across Security, IT Engineering, and Workplace for tooling and policy decisions.
  • Define and report on EUS KPIs such as CSAT, SLA attainment, deflection rate, and cost per Team Member.

Requirements

  • Proven experience leading an End User Services, IT Support, or Helpdesk function at a SaaS or cloud-native company supporting at least 1,000 employees.
  • Direct people management experience with a distributed team, including hiring and performance management.
  • Strong operational expertise with ITSM platforms such as Jira Service Management, ServiceNow, or Zendesk.
  • Solid grounding in ITIL-based service delivery.
  • Hands-on administration experience with Google Workspace, Slack, Okta, Zoom, and identity, MDM, or endpoint tools such as Jamf, Intune, or Entra.
  • Track record of using automation, scripting, and AI to scale support and reduce manual toil.
  • Experience owning the SaaS and IT asset lifecycle end to end, including procurement, vendor management, renewals, and license optimization.
  • Strong written communication skills for an all-remote, async-first environment.
  • Ability to work with high autonomy and ambiguity and document decisions and processes openly.

Benefits

  • Flexible Paid Time Off.
  • Equity Compensation and Employee Stock Purchase Plan.
  • Growth and Development Fund.
  • Parental Leave.
  • Benefits to support health, finances, and well-being.
  • Team Member Resource Groups.
  • Remote work in a globally distributed company.

Interested in this position?

Apply directly on the company website

Apply Now

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