Senior Manager, End User Services
New
Canada, Multiple time zonesFull-TimeManager
SalaryCompetitive compensation aligned with senior leadership responsibilities
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Job Details
- Experience
- 8–12+ years
- Required Skills
- SaaSGoogle WorkspaceSlackServiceNow
Requirements
- 8–12+ years of experience in IT, End User Services, or IT Support leadership roles in SaaS or cloud-based organizations
- Proven experience managing globally distributed teams and delivering support across multiple time zones
- Strong expertise in ITSM platforms such as ServiceNow, Jira Service Management, or similar tools
- Hands-on experience administering modern SaaS ecosystems (Google Workspace, Slack, Okta, Zoom, etc.)
- Strong understanding of ITIL-based service delivery, incident management, and operational excellence frameworks
- Demonstrated success in driving automation, AI adoption, and self-service improvements in support environments
- Experience managing SaaS procurement, licensing, vendor negotiations, and IT asset lifecycle
- Strong communication skills with the ability to influence cross-functional stakeholders in an async, remote environment
- Analytical mindset with the ability to translate operational data into actionable improvements
Responsibilities
- Lead and develop a globally distributed End User Services team responsible for delivering 24/5 support across multiple time zones
- Own end-to-end EUS operations including incident, request, problem, and change management with strong SLA, CSAT, MTTR, and MTTA targets
- Drive the strategy for employee SaaS tools such as Google Workspace, Slack, Okta, Zoom, and other core collaboration platforms
- Build scalable support models using automation, AI, self-service, and scripting to reduce manual effort and improve resolution speed
- Oversee onboarding and offboarding technology experiences in partnership with People Operations to ensure seamless employee transitions
- Manage SaaS licensing, IT asset lifecycle, vendor relationships, and cost optimization in collaboration with Finance and Procurement
- Act as escalation point for complex issues across Security, IT Engineering, and Workplace teams
- Define and monitor KPIs, using data-driven insights to continuously improve service delivery and employee experience
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