FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Senior Manager, End User Services
GitLabSenior Manager, End User Services overseeing technology experience and support for GitLab Team Members globally. Leading a distributed team to ensure operational excellence and satisfaction.
Tech Stack
Tools & technologiesCloudITSMJamfServiceNow
About the role
Key responsibilities & impact- Own the global Team Member technology experience from day one onboarding through every day they’re here.
- Lead a globally distributed team of EUS engineers, set the strategy for how we deliver support at scale.
- Partner closely with People Operations, Security, IT Engineering, and Workplace to ensure technology removes friction rather than creating it.
- Measured on Team Member satisfaction, operational excellence, and ability to scale support through automation, AI, and well-designed processes.
- Report into IT leadership and have visibility across the company on everything from new-hire experience to global office expansions and SaaS portfolio strategy.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
End User ServicesIT SupportHelpdeskITSMITILautomationscriptingAISaaScloud-native technology
Soft Skills
people managementperformance managementwritten communicationalignmentautonomyambiguitydocumentation