Senior Manager, End User Services at GitLab (North America)

GitLab

1 month ago

Senior Manager, End User Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Lead a globally distributed End User Services team delivering 24/5 support for GitLab's SaaS tools (Google Workspace, Slack, Okta, GitLab, Glean, Zoom). Define strategy and day-to-day operations for incident, request, problem, and change management with measurable SLAs, CSAT, MTTA, and MTTR. Drive automation, AI, and self-service to scale support and reduce friction for 2,900+ team members.

Location: North America

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•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.

Key Requirements

•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:SaaSCloud-nativeEnd User Services

Skills:CommunicationLeadershipAbility to drive alignmentRemote collaborationProblem-solving

Languages:English

Tech Stack:Google WorkspaceSlackOktaZoomGleanPowerShellBashPythonJira Service ManagementServiceNowZendeskITILJamfIntuneEntra

Company Brief

GitLab

Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.

Industry: Developer Tools

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn

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GitLab

1 month ago

Senior Manager, End User Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: North America

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Sr. Manager level

Key Responsibilities

•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.

Key Requirements

•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:SaaSCloud-nativeEnd User Services

Skills:CommunicationLeadershipAbility to drive alignmentRemote collaborationProblem-solving

Languages:English

Tech Stack:Google WorkspaceSlackOktaZoomGleanPowerShellBashPythonJira Service ManagementServiceNowZendeskITILJamfIntuneEntra

Company Brief

GitLab

Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.

Industry: Developer Tools

Company Size: Enterprise (1,001+ employees)

Revenue: USD 250M to 500M

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn