Senior Manager, Global End User Services

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

About the Team

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 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.

• 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.

Embod

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.

Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting‑edge research–using these insights to optimize our products and arm the global security community with the latest in attacker methodology. Trusted by more than 11,000 customers worldwide, our industry‑leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future‑ready for what’s next.