Senior Manager, End User Services

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 creates 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 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.