Global End User Services Leader — Proactive IT Experience

X4V Rapid7 LLC; Boston (MA); On-site; USD 142,000 - 192,000; Full time

Job summary

Rapid7 is seeking a Senior Manager, Global End User Services to lead global end-user support operations for ~2,500 employees across 16 offices. You will own end-to-end delivery, define the multi-year workplace technology roadmap, and partner with Workplace, Facilities, Infrastructure, and Security teams to enable hybrid work.

You will manage a geographically distributed team, drive self-service and automation, optimize budgets and vendor contracts, and establish metrics like SLAs, CSAT, MTTR.

Qualifications

• 3+ years of leadership of distributed IT support teams.
• Deep ITIL/ITSM expertise and service management tooling knowledge.
• Experience with endpoint management platforms (Intune, Jamf, Automox).
• Ability to manage budgets, vendor contracts, and cross-functional partnerships.

Responsibilities

• Lead global end-user service operations and deliver the multi-year EUS roadmap.
• Direct a geographically distributed team of managers, leads, and specialists.
• Partner with Workplace, Facilities, Infrastructure and Security teams.
• Oversee budgets, vendor partnerships, and hardware/software contracts.
• Establish and monitor SLAs, CSAT, MTTR, and backlog health.
• Serve as senior escalation lead for critical incidents and post-incident reviews.

Skills

Team leadership

ITIL/ITSM

Intune

Jamf

Automox

Admin by Request

Vendor management

Tools

ServiceNow

Freshservice

Jira Service Management

Job description

Rapid7 is seeking a Senior Manager, Global End User Services to lead global end-user support operations for ~2,500 employees across 16 offices. You will own end-to-end delivery, define the multi-year workplace technology roadmap, and partner with Workplace, Facilities, Infrastructure, and Security teams to enable hybrid work.

You will manage a geographically distributed team, drive self-service and automation, optimize budgets and vendor contracts, and establish metrics like SLAs, CSAT, MTTR.