GitLab - Senior Manager, End User Services

• 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. • 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 • 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. • Country Hiring Guidelines: