You will lead and develop a globally distributed End User Services team supporting team members across time zones. You will set the EUS strategy and manage daily service operations, including incidents, requests, problems, changes, service levels, and satisfaction metrics. You will administer and improve core SaaS tools, automate support workflows, and expand self-service and AI-assisted support. You will partner on onboarding and offboarding, manage the global IT asset and SaaS lifecycle, handle senior escalations, and use operational data to drive continuous improvement.
Responsibilities
- Lead, coach, and develop a globally distributed End User Services team.
- Own End User Services strategy and daily operations, including incident, request, problem, and change management.
- Administer and improve Google Workspace, Slack, Okta, GitLab, Glean, and Zoom.
- Scale support through automation, self-service, AI, knowledge base improvements, and runbook automation.
- Partner with People Operations to deliver onboarding and offboarding experiences.
- Own the global IT asset and SaaS lifecycle, including hardware refresh, license compliance, vendor consolidation, and renewal negotiations.
- Serve as the senior escalation point into Security, IT Engineering, and Workplace.
- Define and report EUS KPIs, including CSAT, SLA attainment, deflection rate, and cost per team member.
Requirements
- Experience 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.
- People management experience with a distributed team, including hiring, performance management, and engineer development.
- Operational expertise with ITSM platforms such as Jira Service Management, ServiceNow, or Zendesk.
- Knowledge of ITIL-based service delivery.
- Administration experience with Google Workspace, Slack, Okta, Zoom, and identity, MDM, or endpoint tools such as Jamf, Intune, or Entra.
- Experience using automation, scripting, and AI to scale support and reduce manual work.
- Experience owning SaaS and IT asset lifecycles, including procurement, vendor management, renewals, and license optimization.
- Written communication skills for an all-remote, async-first environment.
- Ability to document decisions and processes.
Benefits
- Benefits supporting health, finances, and well-being.
- Flexible Paid Time Off.
- Team Member Resource Groups.
- Equity compensation and Employee Stock Purchase Plan.
- Growth and Development Fund.
- Parental Leave.