Senior Manager, End User Services
New
G
GitLabTechnology
Remote, North AmericaFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Google WorkspaceSlack
Requirements
- Proven experience leading a global 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 career development.
- Deep operational expertise with ITSM platforms such as Jira Service Management, ServiceNow, or Zendesk.
- Strong grounding in ITIL-based service delivery.
- Hands-on administration experience with modern SaaS tools like Google Workspace, Slack, Okta, and Zoom.
- Experience with identity, MDM, or endpoint management tools such as Jamf, Intune, or Entra.
- Proven track record of using automation, scripting (PowerShell, Bash, or Python), and AI to scale support and reduce manual work.
- Experience managing the full IT asset and SaaS lifecycle, including procurement and vendor management.
- Strong written communication skills suitable for an all-remote, async-first environment.
- Ability to operate with autonomy and document decisions in the open.
Responsibilities
- Lead, coach, and develop a globally distributed End User Services team delivering 24/5 support.
- Manage EUS operations, including incident, request, problem, and change management with defined SLAs.
- Administer and improve core SaaS tools including Google Workspace, Slack, Okta, GitLab, Glean, and Zoom.
- Scale support through automation, self-service, AI, and runbook automation using PowerShell, Bash, or Python.
- Partner with People Operations to ensure seamless onboarding and offboarding experiences.
- Own global IT asset and SaaS lifecycle, including vendor management, renewals, and license compliance.
- Serve as the senior escalation point and represent Team Member needs in cross-functional strategy.
- Define and report on KPIs like CSAT, SLA attainment, and deflection rates to drive improvements.
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