We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

Senior Manager, End User Services at Gitlab. Location Information: United States. GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 1,000 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one . vision. : everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.. We . value.  results, transparency, sharing, freedom, efficiency, frugality, collaboration, directness, kindness, diversity, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our . primer.  to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.. Avoid the . confidence gap. ; you do not have to match all the listed requirements exactly to apply. Our hiring process is described in more detail in our . hiring handbook. .. Work remotely from anywhere in the world. Curious to see what that looks like? Check out our . remote manifesto. .. Lead, coach, and develop a globally distributed End User Services team responsible for delivering an exceptional support experience 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, partnering with 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.. Partner with People Operations to deliver a world-class onboarding and offboarding experience, ensuring equipment and tooling readiness on day one.. Own the global IT asset and SaaS lifecycle, including hardware refresh, license compliance, vendor consolidation, and renewal negotiations.. Serve as the senior escalation point into Security, IT Engineering, and Workplace, representing the Team Member voice in tooling and policy decisions.. Define and report on KPIs for EUS, using 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.. Direct people management experience with a distributed team, including hiring and performance management.. Deep operational expertise with ITSM platforms and a strong grounding in ITIL-based service delivery.. Hands-on administration experience with modern SaaS stacks and identity, MDM, or endpoint tools.. Track record of using automation, scripting, and AI to scale support and improve outcomes.. Experience owning the SaaS and IT asset lifecycle end to end, including procurement and vendor management.. Strong written communication skills suitable for an all-remote, async-first company.. Comfort operating with a high degree of autonomy and ambiguity.. Competitive salary. Remote work