JustRemote
Senior Manager, End User Services
Only accepting applications from: United States
- Lead, coach, and develop a globally distributed End User Services team responsible for delivering an exceptional support experience 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, partnering with 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.
- Partner with People Operations to deliver a world-class onboarding and offboarding experience, ensuring equipment and tooling readiness on day one.
- 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, representing the Team Member voice in tooling and policy decisions.
- Define and report on KPIs for EUS, using data to drive continuous improvement.
Experience
- 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 and performance management.
- Deep operational expertise with ITSM platforms and a strong grounding in ITIL-based service delivery.
- Hands-on administration experience with modern SaaS stacks and identity, MDM, or endpoint tools.
- Track record of using automation, scripting, and AI to scale support and improve outcomes.
- Experience owning the SaaS and IT asset lifecycle end to end, including procurement and vendor management.
- Strong written communication skills suitable for an all-remote, async-first company.
- Comfort operating with a high degree of autonomy and ambiguity.
Salary and Perks
- Competitive salary
- Remote work
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