Senior Manager, End User Services

This is a fully remote position, open to applicants in California.

📋 Description

• Take charge of the global Team Member technology experience from the initial onboarding stage through their entire tenure.

• Guide a geographically diverse team of EUS engineers, establishing the strategy for delivering scalable support.

• Collaborate closely with People Operations, Security, IT Engineering, and Workplace to ensure technology alleviates issues rather than causing them.

• Evaluated based on Team Member satisfaction, operational excellence, and the capability to enhance support through automation, AI, and well-structured processes.

• Report to IT leadership and maintain visibility across the organization regarding aspects from new-hire experiences to global office expansions and SaaS portfolio strategies.

⛳️ Requirements

• A demonstrated history of leading a global End User Services, IT Support, or Helpdesk operation within a SaaS or cloud-native technology firm serving a minimum of 1,000 employees.

• Direct experience in managing a distributed team, including hiring, performance evaluation, and nurturing engineers to advance their careers.

• Extensive operational knowledge of ITSM platforms such as Jira Service Management, ServiceNow, or Zendesk, along with a solid foundation in ITIL-based service delivery.

• Practical administration experience with contemporary SaaS tools, including Google Workspace, Slack, Okta, Zoom, and identity, MDM, or endpoint solutions like Jamf, Intune, or Entra.

• Proven ability to leverage automation, scripting, and AI to scale support, minimize manual tasks, and enhance Team Member results, supported by measurable outcomes.

• Experience managing the entire lifecycle of SaaS and IT assets, including procurement, vendor management, renewals, and license optimization, with identifiable cost savings.

• Strong written communication abilities suitable for a fully remote, asynchronous-first organization, with a knack for fostering alignment among People, Security, Finance, and Engineering stakeholders.

• Comfortable operating with a significant level of autonomy and ambiguity, with a tendency to document decisions and processes transparently.

🏝️ Benefits

• Benefits designed to support your health, financial needs, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.