GitLab

Senior Manager, End User Services

Remote, North America · Senior · Full-time

Sponsorship not specified$115k-$194kDetected 7 days ago

BashPowerShellGitJiraVendor ManagementProcurementRecruitingPerformance ManagementIntellectual PropertyZendeskLeadershipCommunication

About the role

End User Services sits at the heart of the Team Member experience at GitLab.
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.
The base salary range for this role's listed level is currently for residents of the United States only.

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.
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.
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 1,000 employees.
Track record of using automation, scripting, and AI to scale support, reduce manual toil, and improve Team Member outcomes, with measurable results.

Direct people management experience with a distributed team, including hiring, performance management, and developing engineers into the next level of their careers.
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.
Comfort operating with a high degree of autonomy and ambiguity, and a bias toward documenting decisions and processes in the open.

The base salary range for this role's listed level is currently for residents of the United States only.
This range is intended to reflect the role's base salary rate in locations throughout the US.
Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

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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.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer.
equal opportunity workplace and is an affirmative action employer.
See also GitLab's EEO Policy and EEO is the Law.
If you have a disability or special need that requires <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_bla

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This listing is sourced directly from GitLab's careers page and normalized into a canonical job model.