Senior Manager, End User Services

🕒 4 days ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• 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

• 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

• 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