Senior Manager, IT (Hybrid)
LaunchDarkly is seeking a Senior Manager, IT (IT Service Desk Engineering) to lead the systems, processes, and people responsible for delivering reliable, scalable internal IT support and endpoint service operations. This role involves managing a global team across the US, Ireland, and India, focusing on improving the employee support experience and building operational processes that help LaunchDarkly scale securely and efficiently.
Key responsibilities include leading the IT Service Desk Engineering function, managing team operations, staffing, and performance management. The role requires translating functional plans into operational processes, establishing and improving procedures and standards, and defining and tracking service metrics such as response times, resolution times, and customer satisfaction. Additionally, the Senior Manager will partner closely with Security, Identity and Access Management, Enterprise Applications, Workplace, Procurement, Finance, and People teams to ensure IT support services align with compliance and operational requirements.
The ideal candidate is a power user of AI in the workplace, with a track record of leveraging tools like Gemini, Claude, Glean, and automation platforms to enhance support workflows and employee experience. They should possess strong leadership skills, the ability to improve systems and processes, and use data to guide actions and decisions. Effective cross-functional partnership and coaching teams for growth are also essential qualities for this role.
LaunchDarkly offers a competitive compensation package, including salary, Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits. The company operates from a place of high trust and transparency, with exact compensation varying based on skills, experience, and location.
At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful, and kind. We are an and value diversity at our company.