Senior Manager End User Services
GitLab is an AI-powered DevSecOps platform that unifies the entire software development lifecycle into a single application. It helps development, security, and operations teams to collaborate and deliver software more efficiently, with security integrated at every step. The platform is trusted by millions of users and a majority of the Fortune 100.
About GitLab Inc.
GitLab is a comprehensive, AI-powered DevSecOps platform that streamlines the entire software delivery process by unifying the development lifecycle into a single application. It integrates source code management, CI/CD, security, and monitoring to help teams build, secure, and operate software more efficiently. Key features include automated security scans built into the development pipeline and AI-driven tools like GitLab Duo for code suggestions and chat, which enhance developer productivity. GitLab serves a diverse client base, from startups and open-source projects to large enterprises, including over half of the Fortune 100. The platform aims to reduce complexity, accelerate delivery cycles, and strengthen security and compliance for its users.
Skills
About the Role
You will lead and develop a globally distributed End User Services team supporting team members across time zones. You will set the EUS strategy and manage daily service operations, including incidents, requests, problems, changes, service levels, and satisfaction metrics. You will administer and improve core SaaS tools, automate support workflows, and expand self-service and AI-assisted support. You will partner on onboarding and offboarding, manage the global IT asset and SaaS lifecycle, handle senior escalations, and use operational data to drive continuous improvement.
Requirements
- Experience 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.
- People management experience with a distributed team, including hiring, performance management, and engineer development.
- Operational expertise with ITSM platforms such as Jira Service Management, ServiceNow, or Zendesk.
- Knowledge of ITIL-based service delivery.
- Administration experience with Google Workspace, Slack, Okta, Zoom, and identity, MDM, or endpoint tools such as Jamf, Intune, or Entra.
- Experience using automation, scripting, and AI to scale support and reduce manual work.
- Experience owning SaaS and IT asset lifecycles, including procurement, vendor management, renewals, and license optimization.
- Written communication skills for an all-remote, async-first environment.
- Ability to document decisions and processes.
Responsibilities
- Lead, coach, and develop a globally distributed End User Services team.
- Own End User Services strategy and daily operations, including incident, request, problem, and change management.
- Administer and improve Google Workspace, Slack, Okta, GitLab, Glean, and Zoom.
- Scale support through automation, self-service, AI, knowledge base improvements, and runbook automation.
- Partner with People Operations to deliver onboarding and offboarding experiences.
- Own the global IT asset and SaaS lifecycle, including hardware refresh, license compliance, vendor consolidation, and renewal negotiations.
- Serve as the senior escalation point into Security, IT Engineering, and Workplace.
- Define and report EUS KPIs, including CSAT, SLA attainment, deflection rate, and cost per team member.
Benefits
- Benefits supporting health, finances, and well-being.
- Flexible Paid Time Off.
- Team Member Resource Groups.
- Equity compensation and Employee Stock Purchase Plan.
- Growth and Development Fund.
- Parental Leave.