Senior Manager, End User Services
WFA Digital Insight
The demand for skilled IT managers grew 25% in 2025, driven by the need for seamless remote work experiences. As companies like Gitlab expand their global footprint, the role of Senior Manager, End User Services becomes critical. With over 2,900 team members, Gitlab needs a leader who can scale support through automation and AI. Candidates should have a strong background in IT service management and experience with SaaS tools. Before applying, consider how you can leverage AI to drive efficiency and innovation in your work.
Job Description
About the Role
As a Senior Manager, End User Services at Gitlab, you will 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. You will 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.The role of Senior Manager, End User Services 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 will be measured on Team Member satisfaction, operational excellence, and your ability to scale support through automation, AI, and well-designed processes rather than headcount.
What You Will 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.
- Collaborate with IT Engineering to ensure seamless integration of new tools and technologies.
- Develop and manage the IT asset and SaaS lifecycle, including hardware refresh, license compliance, and vendor management.
- Work closely with the Security team to ensure compliance with company security policies and procedures.
- Analyze and resolve complex technical issues, providing timely and effective solutions.
What We Are Looking For
- 5+ years of experience in IT service management, with a focus on end-user support and SaaS tool administration.
- Strong background in leading globally distributed teams and managing remote workers.
- Experience with ITSM tools, such as ServiceNow or JIRA Service Management.
- Knowledge of SaaS tools, including Google Workspace, Slack, Okta, GitLab, Glean, and Zoom.
- Strong understanding of ITIL principles and practices.
- Experience with automation, AI, and self-service technologies.
- Excellent communication and interpersonal skills, with the ability to work with technical and non-technical stakeholders.
- Strong problem-solving and analytical skills, with the ability to resolve complex technical issues.
- Experience with data analysis and metrics-driven decision making.
Nice to Have
- Experience with Adjust and Excel, or similar tools.
- Knowledge of cloud-based IT service management platforms.
- Certification in ITIL or similar frameworks.
- Experience with agile development methodologies.
Benefits and Perks
- Competitive salary and benefits package.
- Opportunity to work with a fast-growing, all-remote company.
- Collaborative and dynamic work environment.
- Professional development and growth opportunities.
- Flexible working hours and remote work options.
- Access to the latest tools and technologies.
- Comprehensive health insurance and wellness programs.
- Generous paid time off and holiday policy.
How to Stand Out
- Be prepared to discuss your experience with IT service management and SaaS tool administration.
- Show examples of how you have scaled support through automation and AI in previous roles.
- Highlight your ability to work with technical and non-technical stakeholders, and provide excellent communication and interpersonal skills.
- Research Gitlab’s company culture and values, and be prepared to discuss how you can contribute to them.
- Consider creating a portfolio or case study of your work, to demonstrate your skills and experience.
- Be prepared to negotiate salary and benefits, and have a clear understanding of your worth in the market.
- Look for red flags such as poor communication, unclear expectations, or a lack of transparency in the hiring process.
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