Senior Manager, IT

LaunchDarkly

Senior Manager leading IT Service Desk Engineering at LaunchDarkly, managing global IT support and operations. Focused on improving employee experience and implementing scalable processes in a hybrid environment.

Posted 5/18/2026full-timeOakland • California • 🇺🇸 United StatesSenior💰 $116,000 - $187,660 per yearWebsite

About the role

Key responsibilities & impact

Lead the IT Service Desk Engineering function, including team operations, priorities, staffing, performance management, and day-to-day execution across employee-facing IT support services.
Manage the activities globally, with accountability for execution, workforce planning, and operational delivery.
Translate functional plans into operational processes and guide execution across service desk workflows, endpoint provisioning and deprovisioning, device management, support tooling, ticketing operations, and service request fulfillment.
Establish and improve procedures, standards, and operating rhythms that increase support quality, reduce manual effort, and create a more consistent employee experience.
Define, track, and review service metrics such as response times, resolution times, backlog, escalation rates, self-service adoption, customer satisfaction, asset turnaround times, and recurring issue trends.
Use data from support operations, endpoint management platforms, and employee feedback to identify service gaps, prioritize improvements, and deliver measurable operational results.
Partner closely with Security, Identity and Access Management, Enterprise Applications, Workplace, Procurement, Finance, and People teams to ensure IT support services align with compliance, onboarding, offboarding, access, and workplace operational requirements.
Drive service desk engineering improvements, including the use of AI and automation, workflow design, knowledge base maturity, intake optimization, and tool integrations that improve scale and reduce friction for employees and IT staff.
Ensure high-quality execution of onboarding, offboarding, hardware lifecycle, software access, and office-based support processes for a hybrid workforce.
Create clear escalation paths, incident coordination practices, and ownership models for employee-impacting support issues.
Build team capability through coaching, feedback, role clarity, and development planning for managers and individual contributors.
Communicate operational performance, risks, priorities, and recommendations across disciplines, adapting messaging for technical teams, functional peers, and business stakeholders.
Contribute to policy and procedure changes that affect the IT Service Desk Engineering function.

Requirements

What you’ll need

Bachelor’s degree or equivalent practical experience, with sufficient related experience to operate at the Senior Manager level.
Experience leading IT service desk, endpoint engineering, or internal IT operations teams in a growing company, including responsibility for team planning, execution, and service delivery outcomes, with a strong understanding of ITIL-aligned practices including incident, request, change, escalation, and SLA management.
Demonstrated ability to identify, implement, and scale AI-enabled improvements in IT support operations, with sound judgment around governance, data handling, and measurable service outcomes.
Demonstrated experience leading teams and operational processes that rely on platforms such as Jira Service Management, Slack, Google Workspace, Claude, Glean, Okta, Apple Business Manager, and related IT service, identity, and device-management systems.
Experience managing experienced IT professionals across multiple workstreams, with accountability for performance, prioritization, and operational results.
Demonstrated ability to translate functional goals into operational processes, team priorities, support standards, and measurable service outcomes.
Experience overseeing core service desk and endpoint operations such as ticketing systems, knowledge management, hardware lifecycle management, identity-related support coordination, software access workflows, and onboarding/offboarding execution.
Ability to analyze service data, evaluate a variety of factors, and make sound operational decisions on issues of diverse scope.
Experience creating procedures, playbooks, escalation models, and documentation that improve consistency, scalability, and support quality.
Experience partnering across technical and business teams and communicating recommendations effectively across disciplines, including with customers, peer functions, and stakeholders outside their immediate area of expertise.
Strong people leadership skills, including coaching, performance management, feedback, hiring, and organizational planning.
Ability to lead in a hybrid environment and support distributed employees with clear processes, communication, and equitable service delivery.

Benefits

Comp & perks

Health insurance
Restricted Stock Units (RSUs)
Vision insurance
Dental insurance
Mental health benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT service desk managementendpoint engineeringITIL practicesincident managementrequest managementchange managementescalation managementSLA managementAI-enabled improvementsdata analysis

Soft Skills

team leadershipcoachingperformance managementcommunicationorganizational planningfeedbackprioritizationdecision makingcollaborationadaptability

Certifications

Bachelor's degreeITIL certification