Senior Manager, End User Services

Jobgether • Canada

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Lead global End User Services strategy for a fully remote, distributed organization. Oversee 24/5 support operations across multiple time zones and drive automation, AI, and self-service improvements. Requires 8-12+ years of IT support leadership experience in SaaS/cloud environments.

Key Highlights

Global digital workplace experience leadership for thousands of remote employees

24/5 support operations across multiple time zones in async-first environment

Automation, AI, and self-service focus over traditional headcount-driven support

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Key Responsibilities

Define and lead the global End User Services strategy, ensuring high-quality, scalable, and efficient support experiences across all regions

Lead and develop a globally distributed End User Services team responsible for delivering 24/5 support across multiple time zones

Own end-to-end EUS operations including incident, request, problem, and change management with strong SLA, CSAT, MTTR, and MTTA targets

Drive the strategy for employee SaaS tools such as Google Workspace, Slack, Okta, Zoom, and other core collaboration platforms

Build scalable support models using automation, AI, self-service, and scripting to reduce manual effort and improve resolution speed

Oversee onboarding and offboarding technology experiences in partnership with People Operations

Manage SaaS licensing, IT asset lifecycle, vendor relationships, and cost optimization in collaboration with Finance and Procurement

Act as escalation point for complex issues across Security, IT Engineering, and Workplace teams

Define and monitor KPIs, using data-driven insights to continuously improve service delivery and employee experience

Technical Skills Required

ITSM platforms SaaS ecosystem administration ITIL-based service delivery

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Benefits & Perks

Competitive compensation aligned with senior leadership responsibilities

Comprehensive health, dental, and vision coverage

Flexible remote-first work environment across Canada

Generous paid time off and flexible vacation policy

Equity compensation and long-term incentive opportunities

Job Description

This is a high-impact leadership role responsible for shaping the global digital workplace experience for thousands of team members across a fully remote, distributed organization. You will lead the strategy and operations of End User Services, ensuring employees have seamless, reliable access to the SaaS tools and systems that power their daily work. Acting as a key connector between IT, People Operations, Security, and Engineering, you will help eliminate friction across the employee lifecycle—from onboarding to daily collaboration and offboarding. The role emphasizes scalability through automation, AI, and well-designed self-service systems rather than traditional headcount-driven support models. You will oversee a globally distributed support function operating across multiple time zones in an async-first environment. Your leadership will directly influence productivity, employee satisfaction, and the overall effectiveness of internal technology services at scale.

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