Senior Manager, End User Services in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, End User Services based in the United States.
This is a high-impact global IT leadership role responsible for shaping and delivering the end-user technology experience across a fully remote, distributed organization. You will lead a globally dispersed End User Services team that supports thousands of employees across time zones, ensuring seamless access to core collaboration and productivity tools. The role sits at the intersection of IT operations, service management, and automation, with a strong mandate to scale support through AI, self-service, and workflow optimization rather than headcount growth. You will own the full lifecycle of employee technology experience, from onboarding through daily operations to offboarding, ensuring systems like identity, communication, and collaboration platforms run reliably and efficiently. Working in an async-first, engineering-driven environment, you will partner closely with Security, People Operations, and Infrastructure teams to remove friction and improve productivity at scale. This role is ideal for a leader who thrives in operational complexity, values documentation and transparency, and is passionate about building modern, automated IT service experiences.
- Lead, coach, and scale a globally distributed End User Services team responsible for delivering high-quality IT support across all time zones in an all-remote environment.
- Own end-to-end IT service delivery including incident, request, problem, and change management with a strong focus on SLA, CSAT, MTTR, and operational excellence.
- Manage and continuously improve the enterprise SaaS and collaboration stack, including identity, messaging, and productivity tools such as Google Workspace, Slack, Okta, Zoom, and related systems.
- Drive automation, self-service, and AI-enabled support workflows to reduce manual effort and improve resolution speed and user experience.
- Oversee onboarding and offboarding technology experiences in partnership with People Operations to ensure seamless access and equipment readiness.
- Manage IT asset lifecycle, SaaS licensing, procurement coordination, and vendor relationships in collaboration with Finance and Procurement.
- Serve as escalation point for complex technical issues and represent the end-user experience in cross-functional discussions with Security, IT Engineering, and Workplace teams.
- Define, track, and report key performance metrics, using data to continuously improve service delivery, cost efficiency, and user satisfaction.
- Proven experience leading a global End User Services, IT Support, or Service Desk function in a SaaS or cloud-native organization with 1,000+ employees.
- Strong people leadership experience managing distributed technical teams, including hiring, coaching, and performance management.
- Deep expertise in ITSM platforms such as ServiceNow, Jira Service Management, or Zendesk, with strong grounding in ITIL-based service delivery.
- Hands-on experience administering modern SaaS ecosystems including Google Workspace, Slack, Okta, Zoom, and endpoint/MDM tools (e.g., Jamf, Intune, Entra).
- Demonstrated success implementing automation, scripting, or AI-driven workflows to scale support and reduce operational burden.
- Experience managing IT asset and SaaS lifecycle processes, including procurement, renewals, and vendor optimization.
- Strong communication skills suited for an all-remote, async environment, with ability to align stakeholders across technical and non-technical functions.
- Comfortable operating with high autonomy in ambiguous environments and building scalable processes from the ground up.
- Competitive salary with equity participation in a high-growth technology organization.
- Comprehensive health, dental, vision, and life insurance coverage.
- Retirement savings plan (401(k)) and long-term financial benefits.
- Flexible, fully remote work environment with global team collaboration.
- Home-office stipend to support distributed work setup.
- Generous paid time off and parental leave policies.
- Opportunity to build and scale global IT operations in a leading engineering-driven organization.
- Strong culture of automation, AI adoption, and continuous improvement.