Senior Manager, End User Services

What You’ll Do

• Lead, coach, and develop a globally distributed End User Services team responsible for delivering an exceptional support experience to GitLab Team Members across every time zone, 24/5.
• Own the strategy and day-to-day operations of EUS, including incident, request, problem, and change management, with measurable SLAs, CSAT, MTTA, and MTTR targets.
• Administer and continuously improve the core Team Member SaaS stack, including Google Workspace, Slack, Okta, GitLab, Glean, and Zoom, partnering with the application owners on access, configuration, and lifecycle.
• Scale support through automation, self-service, and AI, including ticket deflection through virtual assistants, knowledge base improvements, and runbook automation in PowerShell, Bash, or Python.
• Partner with People Operations to deliver a world-class onboarding and offboarding experience for every new Team Member, ensuring access, equipment, and tooling are ready on day one.
• Own the global IT asset and SaaS lifecycle, including hardware refresh, license compliance, vendor consolidation, and renewal negotiations in partnership with Finance and Procurement.
• Serve as the senior escalation point from EUS into Security, IT Engineering, and Workplace, and represent the Team Member voice in cross-functional decisions about tooling and policy.
• Define and report on the KPIs that matter for EUS, including CSAT, SLA attainment, deflection rate, and cost per Team Member, and use the data to drive continuous improvement.

What You’ll Bring

• Proven track record leading a global End User Services, IT Support, or Helpdesk function at a SaaS or cloud-native technology company supporting at least 1,000 employees.
• Direct people management experience with a distributed team, including hiring, performance management, and developing engineers into the next level of their careers.
• Deep operational expertise with ITSM platforms such as Jira Service Management, ServiceNow, or Zendesk, and a strong grounding in ITIL-based service delivery.
• Hands-on administration experience with the modern SaaS stack, including 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, reduce manual toil, and improve Team Member outcomes, with measurable results.
• Experience owning the SaaS and IT asset lifecycle end to end, including procurement, vendor management, renewals, and license optimization with clear cost savings to point to.
• Strong written communication skills suited to an all-remote, async-first company, with the ability to drive alignment across People, Security, Finance, and Engineering stakeholders.
• Comfort operating with a high degree of autonomy and ambiguity, and a bias toward documenting decisions and processes in the open.