Description
GitLab is seeking a Senior Manager, End User Services to lead the global Team Member technology experience from day one onboarding through every day they're with the company. The successful candidate will own the strategy and day-to-day operations of End User Services (EUS), leading a globally distributed team of EUS engineers.
The team provides support for core SaaS tools including Google Workspace, Slack, Okta, GitLab, Glean, and Zoom. The goal is to ensure technology removes friction rather than creating it, with a focus on Team Member satisfaction, operational excellence, and scaling support through automation, AI, and well-designed processes.
Key responsibilities include:
- Leading, coaching, and developing a globally distributed End User Services team
- Owning the strategy and day-to-day operations of EUS, including incident, request, problem, and change management
- Administering and continuously improving the core Team Member SaaS stack
- Scaling support through automation, self-service, and AI
- Partnering with People Operations to deliver a world-class onboarding and offboarding experience
- Owning the global IT asset and SaaS lifecycle
- Serving as the senior escalation point from EUS into Security, IT Engineering, and Workplace
- Defining and reporting on key performance indicators (KPIs) for EUS
The ideal candidate will have:
- A proven track record leading a global End User Services, IT Support, or Helpdesk function at a SaaS or cloud-native technology company
- Direct people management experience with a distributed team
- Deep operational expertise with ITSM platforms and ITIL-based service delivery
- Hands-on administration experience with the modern SaaS stack
- A track record of using automation, scripting, and AI to scale support
- Experience owning the SaaS and IT asset lifecycle end to end
- Strong written communication skills suited to an all-remote, async-first company
GitLab offers various benefits, including flexible paid time off, equity compensation, employee stock purchase plan, growth and development fund, and parental leave.