Senior Manager, Global End User Services

Rapid7; Boston (MA); Presencial; USD 142.000 - 192.000; Tempo integral

Resumo da vaga

Rapid7 seeks a Senior Manager of End User Services to lead global end-user support operations for ~2,500 employees across 16 offices, driving proactive, experience-led workplace technology and a modern ITSM posture.

You will mentor a distributed team, collaborate with Workplace, Facilities, Infrastructure and Security, manage budgets and vendors, and establish metrics like SLAs, CSAT, MTTR for premium service.

Qualificações

• 3 years of experience managing and mentoring multi-level, geographically distributed IT support teams.
• Deep technical expertise across modern endpoint management solutions (Intune, Jamf, Automox, Admin by Request).
• Strong ITIL/ITSM framework implementation and service management platforms.
• Experience managing hardware, software, and vendor budgets for large-scale environments.
• Track record of breaking roadmaps into milestones and deploying automated workflows.

Responsabilidades

• Own end-to-end delivery of global end user service operations, including Tier 2 support, VIP/exec services, deskside support, hardware lifecycle management, and collaboration tools.
• Define and execute a multi-year EUS roadmap with self-service and workflow automation.
• Lead and mentor a geographically distributed team of regional managers and specialists.
• Partner with Workplace, Facilities, Infrastructure, and Security to support real estate expansions and hybrid readiness.
• Manage global EUS budget, vendor partnerships, and hardware/software contracts.
• Establish and monitor SLAs, CSAT, MTTR, and backlog health to drive improvements.
• Serve as the senior escalation lead for critical incidents and post-incident analysis.

Conhecimentos

Team leadership

Endpoint management

ITIL/ITSM

Vendor management

Budget management

Ferramentas

ServiceNow

Freshservice

Jira Service Management

Descrição da vaga

As the Senior Manager, Global End User Services, you will lead global workplace technology operations supporting approximately 2,500 employees across 16 offices. In this high-impact leadership role, you will guide a distributed team of regional managers, leads, and specialists to deliver seamless, scalable, and modern support. By shifting our posture from reactive troubleshooting to proactive, experience-led solutions, you will shape how Moose collaborate and operate every day.

About the Team

The End User Services team delivers secure, reliable, and frictionless workplace technology experiences that empower our global workforce to drive impact for Rapid7 and our customers.

About the Role

As a Senior Manager of End User Services, your primary responsibility will be to lead global end-user support operations and define the multi-year technology roadmap for workplace productivity. Specifically, your focus will be to:

• Own end-to-end delivery of global end user service operations, including Tier 2 support, VIP and executive event services, deskside assistance, hardware lifecycle management, and collaboration tooling.
• Define and execute a multi-year EUS roadmap that champions self-service, workflow automation, and modern ITSM best practices.
• Lead and mentor a geographically distributed team of regional managers and specialists, fostering high accountability, empathy, and career growth.
• Partner cross-functionally with Workplace, Facilities, Infrastructure, and Security teams to deliver seamless real estate build-outs, office expansions, and hybrid work readiness.
• Manage the global EUS operational budget, vendor partnerships, and hardware/software contracts to drive cost efficiency while maintaining premium service quality.
• Establish and monitor actionable operational metrics, including SLAs, CSAT, MTTR, and backlog health, to proactively identify service gaps and drive continuous improvement.
• Serve as the senior escalation leader for critical operational incidents, ensuring rapid incident resolution and transparent post-incident analysis.

The skills and qualities you'll bring include

• Brings 3 years of experience managing, leading and mentoring multi-level, geographically distributed IT support teams, including managing other people managers.
• Deep technical expertise across modern endpoint management solutions (Intune, Jamf, Automox, Admin by Request), identity workflows, collaboration tools, and enterprise AV environments.
• Strong background in ITIL/ITSM framework implementation and service management platforms (ServiceNow, Freshservice, or Jira Service Management).
• Track record of managing IT infrastructure and technology readiness for commercial real estate transitions, office builds, and site launches.
• Experience managing hardware, software, and vendor operational budgets while negotiating enterprise vendor agreements.
• Track record of breaking larger operational roadmaps into measurable milestones, deploying automated workflows, and proactively iterating based on user telemetry.
• Holds self and direct reports responsible for driving clear service outcomes, establishing transparent ownership across distributed regions, and meeting team commitments.
• Champions forward-looking change across the organization, navigating ambiguity during enterprise tool migrations and business transitions with a solutions-oriented mindset.
• Makes sound, data-driven decisions during high-pressure incidents and executive escalations while incorporating diverse regional perspectives.
• Collaborates across organizational boundaries with Workplace, Security, and Engineering teams to deliver sustainable, unified technology improvements.
• Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences.

About Rapid7

At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.

Protecting 11,500+ customers against bad actors and threats means we're continuing to push the envelope just like we've been doing for the past 20 years. If you're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.

Rapid7, Inc. is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. We evaluate compensation decisions on a case-by-case basis, and it is not typical for an individual to be hired at the very top of the salary range.

The annual salary range for this role, depending on location, is:

United States: $141,700.00 - 191,700.00 USD Annual

Salary ranges may vary based on geographical location. This range does not include variable/incentive compensation, equity and benefits (where applicable/eligible).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.