Senior Manager, End User Services

ABOUT THE ROLE As the Senior Manager, End User Services at GitLab, you will be responsible for owning the global Team Member technology experience from day one onboarding through every day they're here. This is a high-impact leadership role at an all-remote, async-first company where the quality of the Team Member experience directly shapes how productive our 2,900+ Team Members can be. WHAT YOU'LL DO As a Senior Manager, you will lead a globally distributed team of EUS engineers, set the strategy for how we deliver support at scale, and partner closely with various departments to ensure technology removes friction rather than creating it. Some of your key responsibilities will include: - Leading, coaching, and developing a globally distributed End User Services team to deliver an exceptional support experience to GitLab Team Members across every time zone, 24/5. - Owning the strategy and day-to-day operations of EUS, including incident, request, problem, and change management, with measurable SLAs, CSAT, MTTA, and MTTR targets. - Administering and continuously improving the core Team Member SaaS stack, including Google Workspace, Slack, Okta, GitLab, Glean, and Zoom, partnering with the application owners on access, configuration, and lifecycle. - Scaling support through automation, self-service, and AI, including ticket deflection through virtual assistants, knowledge base improvements, and runbook automation in PowerShell, Bash, or Python. - Partnering with People Operations to deliver a world-class onboarding and offboarding experience for every new Team Member, ensuring access, equipment, and tooling are ready on day one. - Owning the global IT asset and SaaS lifecycle, including hardware refresh, license compliance, vendor consolidation, and renewal negotiations in partnership with Finance and Procurement. - Serving as the senior escalation point from EUS into Security, IT Engineering, and Workplace, and representing the Team Member voice in cross-functional decisions about tooling and policy. - Defining and reporting on the KPIs that matter for EUS, including CSAT, SLA attainment, deflection rate, and cost per Team Member, and using the data to drive continuous improvement. WHAT YOU'LL NEED To be successful in this role, you will need to bring the following skills and experience: - A 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. - A 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