Senior Manager End User Services

As the Senior Manager End User Services at GitLab you’ll own the global Team Member technology experience from day one onboarding through every day they’re here. Your team is the front door for Team Members across every region whenever they need help with the core SaaS tools that power their work including Google Workspace Slack Okta GitLab Glean and Zoom. You’ll lead a globally distributed team of EUS engineers set the strategy for how we deliver support at scale and partner closely with People Operations Security IT Engineering and Workplace to make sure technology removes friction rather than creating it. 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 2900+ Team Members can be. You’ll be measured on Team Member satisfaction operational excellence and your ability to scale support through automation AI and well-designed processes rather than headcount. You’ll report into IT leadership and have visibility across the company on everything from new-hire experience to global office expansions and SaaS portfolio strategy.

Some of what your team owns and supports:

• Lead coach and develop a globally distributed End User Services team responsible for delivering an exceptional support experience to GitLab Team Members across every time zone 24/5.
• Own the strategy and day-to-day operations of EUS including incident request problem and change management with measurable SLAs CSAT MTTA and MTTR targets.
• Administer and continuously improve 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.
• Scale support through automation self-service and AI including ticket deflection through virtual assistants knowledge base improvements and runbook automation in PowerShell Bash or Python.
• Partner 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.
• Own the global IT asset and SaaS lifecycle including hardware refresh license compliance vendor consolidation and renewal negotiations in partnership with Finance and Procurement.
• Serve as the senior escalation point from EUS into Security IT Engineering and Workplace and represent the Team Member voice in cross-functional decisions about tooling and policy.
• Define and report on the KPIs that matter for EUS including CSAT SLA attainment deflection rate and cost per Team Member and use the data to drive continuous improvement.

• 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 1000 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.

End User Services sits at the heart of the Team Member experience at GitLab. We’re the team that makes sure every Team Member on every continent can sign in collaborate and focus on their work without IT getting in the way. We operate the way GitLab builds software: all-remote async-first transparent by default and willing to iterate publicly on what works and what doesn’t. We measure ourselves on Team Member satisfaction and operational excellence and we lean hard on automation and AI so the team can spend its energy on higher-leverage work. EUS partners closely with IT Engineering Security Workplace and People to make GitLab a place where the tools just work.

What We Do

GitLab is the Intelligent Orchestration Platform where software teams and their AI agents stay in flow to amplify their capacity for innovation. Together they automate repetitive tasks to plan build secure test deploy and maintain software. With GitLab software teams spend less time on coordination overhead and more time on the next big idea.What started in 2011 as an open source project to help one team of programmers collaborate is now the intelligent orchestration platform millions of people use to deliver software faster more efficiently while strengthening security and compliance.Since the beginning we've been firm believers in remote work open source DevSecOps and iteration. We get up and log on in the morning to work alongside the GitLab community to deliver new innovations every month that help teams and their AI agents ship great code faster.

Why Work With Us

GitLab is where careers accelerate innovation flourishes and every voice is valued. Co-create the future with us as we build technology that transforms how the world develops software.

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