Senior Manager, End User Services
About the role
An overview of this role
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 2,900+ 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.
What You’ll Do
- 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.