Senior Manager, End User Productivity & Automation

Summary

Join Abnormal Security as a Senior Manager, End User Productivity & Automation to lead global IT support, scaling services for employee productivity. This player-coach role blends strategic leadership with hands-on execution, guiding a remote-first support team while optimizing processes and automating workflows. You will leverage ServiceNow, GenAI, and analytics to improve support, owning the end-user technology lifecycle. Success involves enabling productivity, driving continuous improvement, and building strong cross-functional partnerships. The position requires a strong data-driven approach and a commitment to automation and AI adoption to transform support delivery. You will mentor a team, establish KPIs, and advance a self-service-first experience.

Requirements

• Strong oral and written communication skills
• Analytical skills, with the ability to identify patterns, trends, and anomalies in large and complex data sets
• Excellent documentation and reporting skills for creating and maintaining technical documentation and reports
• Team player, collaborative management style who can motivate, lead, and develop a team of diverse individuals with a variety of experience levels and skill sets
• High attention to detail, process, and organization
• Results-oriented, values collaboration, self-motivated, and willing to adapt to change in a fast-moving environment
• Intellectually curious, a problem solver. Always looking for ways to improve standards, simplify, enhance functionality, and/or transition to solutions to improve support quality
• 10+ years in IT support or end-user services, with 5+ years in a leadership role managing global remote-first teams
• 4+ years of hands-on experience using ServiceNow to drive automation, reporting, analytics, workflow design, and platform governance
• Demonstrated experience applying AI/GenAI tools (e.g., ChatGPT, ServiceNow Virtual Agent, or custom LLMs) to IT support workflows or data analysis
• Proven ability to analyze complex datasets to uncover actionable insights that guide service improvement strategies
• Strong automation mindset with experience deploying self-service platforms, virtual agents, or GenAI into IT operations
• Experience building and maturing ITSM practices and self-service support models
• Metrics-driven; able to build dashboards, lead operational reviews, and turn support data into strategy
• High emotional intelligence and resilience in fast-paced, ambiguous environments

Responsibilities

• Lead and Grow a High-Impact Global Support Team
• Mentor a team of IT support professionals, promoting a culture of ownership, accountability, and experimentation
• Drive Automation and AI Adoption
• Champion a roadmap of AI-native and automation-first solutions that transform support delivery—think virtual agents, smart triage, intelligent workflows, and proactive alerts
• Establish and Monitor KPIs for Operational Health
• Define key support metrics, set OKRs, and lead regular reporting on performance, trends, SLAs, and improvement opportunities. Use data to guide decisions, not anecdotes
• Advance a Self-Service-First Experience
• Design and deliver frictionless self-service portals and knowledge bases powered by GenAI and integrated with ServiceNow
• Own and Evolve Key Support Platforms
• Oversee the administration and evolution of JAMF, Intune, Apple Business Manager, ServiceNow, and Google Workspace. Ensure platforms are optimized for scalability and automation
• Collaborate Cross-Functionally
• Work with HR, Security, Legal, and Procurement to streamline onboarding/offboarding, device provisioning, and cross-functional workflows
• Foster a High-EQ, Resilient Team Culture
• Inspire and support a team operating in the ups and downs of hypergrowth—especially in a remote-first, high-SaaS environment

Preferred Qualifications

• Experience integrating AI/ML tools into ITSM platforms (e.g., ServiceNow Predictive Intelligence or 3rd-party GenAI tools)
• Background working in cybersecurity, high-growth, or compliance-heavy industries
• Experience with enterprise SaaS ecosystems (Google Workspace, Slack, Zoom, JAMF, Intune, Apple Business Manager)