Senior Manager, End User Services

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.

About

the team End User Services sits at the heart of

the Team Member experience at GitLab. 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. We operate the way GitLab builds software: all-remote, async-first, transparent by default, and willing to iterate publicly on what works and what doesn’t. 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. EUS partners closely with IT Engineering, Security, Workplace, and People to make GitLab a place where the tools just work. How GitLab Supports Full-Time Employees

Benefits to support your health, finances, and well-being Flexible Paid Time Off Team Member Resource Groups Equity

Compensation & Employee Stock Purchase Plan Growth and Development Fund Parental Leave Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility

requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.