IT Management

Levels

Manager, IT

The Manager, IT reports to the Sr Director, IT Operations.

Manager, IT Job Grade

The Manager, IT is a grade 8.

Manager, IT Responsibilities

Hold regular 1:1’s with all members of the IT Teams
Embed an asynchronous, distributed philosophy in everything you do
Regularly give IT group conversations
Embed an asynchronous, distributed philosophy in everything you do

Manager, IT Requirements

Experience growing a team in a fast-paced, high-growth environment
Strong written and verbal communication skills
Share and work in accordance with our values
Must be able to work in alignment with Americas timezones
Leadership at GitLab
Ability to use GitLab

Specialties

Manager, IT (Engineering)

Manager, IT (Engineering) Responsibilities

Build, scale and manage our IT Engineering team to support our needs as distributed company
Be the IT Expert at GitLab - Come with Solutions, not a Practice of No
Hold regular 1:1’s with all members of the IT Teams
Represent the IT team in different company functions - be an advocate for modern, efficient, SIMPLE solutions
Create and execute a plan to develop and mature our IT capabilities
Collaborate with all functions of the company to ensure IT needs are addressed

Manager, IT (Engineering) Requirements

2+ years hands on experience in an IT Operations role, and experience managing or working service/support roles.
2+ years managing a team of 2 or more IT Administrators
Experience working with leadership to execute on strategic IT investments, and creatively meeting the non-homogeneous needs of a technically savvy, specialized userbase in our R&D, go-to-market and G&A teams
Contribute to and enable GitLab’s operational strategy – enabling distributed and asynchronous operations, and empowering our end users to take direct action
Demonstrably deep understanding of IT Operations and Service/Support needs in a high-growth technology company
Ability to reason holistically about end-to-end Enterprise ecosystems: from online sales portals to marketing tools to GCP
Hands on experience working with Python
Experience building and maintaining automation and integration of enterprise IT SaaS platforms
Experience building corporate IT knowledge bases and writing policies/processes
Experience with open source tools
Be passionate about DevOps, or its principles, especially in applying software engineering principles to IT Operations and Services

Manager, IT (End User Services)

The Manager, IT End User Services leads a team of highly-collaborative and results-oriented IT Analyst team members tasked with delivering global IT services across the company. The Manager, IT End User Services is in charge of scaling, increasing performance, and providing great team member experience in order to help drive forward business success based on world class infrastructure & operations.

Manager, IT (End User Services) Responsibilities

Build, scale and manage our Service Desk team to support our needs as a distributed company
Work with PeopleOps to enable smooth onboarding/offboarding of all team members, ensuring that all hardware and IT services are available day one
IT Onboarding/101 sessions are regularly conducted, and enable team members to get comfortable working in their new tools
A clear channel of feedback to improve the efficacy of onboarding and to measure team member satisfaction
Offboarding process is followed without exception and all compliance requirements are met
IT Asset and configuration management. Track, log and correct information to protect assets and components
Customer service management. Translate ’lessons learnt’ into continual service improvement
Produce proactive reports, trending analysis, service level reporting, SLA compliance, process consultation and application of ITIL best practice
Problem management. Initiate and monitor actions to investigate patterns and trends to resolve problems
Hold regular 1:1’s with all members of the IT Teams
Triage and manage priorities of IT HelpDesk and Operations
Embed an asynchronous, distributed philosophy in everything you do

Manager, IT (End User Services) Requirements

3-5 years experience managing a team, preferably within End User Services
ITIL Service Management Framework certification
The ability to build a cohesive Service Desk team and to manage people effectively. This includes the ability to coach and develop the team
Experience working with and implementing Conversational AI technology to augment the capabilities of the Service Desk
Experience with ITSM platforms
A thorough understanding of the strategic vision for the Service Desk and the ability to set the long-term direction of the team
An ability to balance and plan the short-term actions of the team
Knowledge and understanding of best practices for service management
Effectively managing, developing, and training the Service Desk team
Ensuring that all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved
Conducting and sharing results from service and operation performance reviews
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in Service Desk operations

Senior Manager, IT (End User Services)

Senior Manager, IT (End User Services) Responsibilities

Extends the Manager, IT (End User Services) responsibilities
Envision and draft Quarterly Objectives, driven by requirements gathered from multiple business partners
Propose strategies to improve and scale the operations and the performance of the End User Services team
Evaluate and introduce technology and automation to enhance the service we provide for team members and enable the team to scale
Data Driven approach, develop KPIs and SLOs for the End User Services to measure team performance generate actionable data to identify opportunities to improve IT Service Delivery
Manage Vendor Relationship and purchasing
Responsible for the Asset Management program for End User Services
Responsible for Team Member Lifecycle Operations
Responsible for End User Service Delivery

Senior Manager, IT (End User Services) Requirements

Extends the Manager, IT (End User Services) requirements
6+ years managing a team of 6 or more IT analysts/engineers
2+ years managing a team consisting of principal/staff/lead level team members
6+ experiences with team member career development including reviews, promotions, demotions, and performance improvement
Experience working with management to define and measure KPIs and other operating metrics
Experience creating and delivering multi-quarter roadmaps
Ability to clearly articulate vision, mission, and objectives, and change the narrative appropriate to the audience
Experience developing a team in a fast-paced, high-growth environment Familiarity with data management policies and regulations (GDPR, SOX, PCI)

Performance Indicators

Career Ladder

The next step in the Manager, IT End User Services is to move to the Director, IT Operations job family.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process.

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.
Next, candidates will be invited to schedule a first interview with our Director of IT Operations
Next, candidates will be invited to schedule a second interview with our Manager of IT Operations
Next, candidates will be invited to schedule one or more interviews with members of the Business Technology team
Finally, candidates may be asked to interview with our Vice President of Information Technology

Additional details about our process can be found on our hiring page.

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 Reasons to Work for GitLab:

Mission: Everyone can contribute
Results: Fast growth, ambitious vision
Flexible Work Hours: Plan your day so you are there for other people & have time for personal interests
Transparency: Over 2,000 webpages in GitLab handbook, GitLab Unfiltered YouTube channel
Iteration: Empower people to be effective & have an impact, Merge Request rate, We dogfood our own product, Directly responsible individuals
Diversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiatives
Collaboration: Kindness, saying thanks, intentionally organize informal communication, no ego
Total Rewards: Competitive market rates for compensation, Equity compensation, global benefits (inclusive of office equipment)
Work/Life Harmony: Flexible workday, Family and Friends days
Remote Done Right: One of the world's largest all-remote companies, prolific inventor of remote best practices

See our culture page for more!

Work remotely from anywhere in the world. Curious to see what that looks like? Check out our remote manifesto and guides.

Last modified November 15, 2024: Finance HB side bar organization (cfc24c9a)

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