Senior Manager, End User Services at GitLab

Job Description

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. 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. Some of what your team owns and supports: The GitLab Team Member Handbook 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. - 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. What You’ll Bring - 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. - Track record of using automation, scripting, and AI to scale support, reduce manual toil, and improve Team M

Requirements

What You’ll Bring

- 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.

- Track record of using automation, scripting, and AI to scale support, reduce manual toil, and improve Team Member experience.

Responsibilities

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.

- 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.

Senior Manager, End User Services

Job Description

Requirements

Responsibilities

Skills Required

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