Senior Manager, IT (Hybrid)

Job description

About the Job:

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 is responsible for managing the service desk engineering function, improving the employee support experience, and building operational processes that help LaunchDarkly scale securely and efficiently.

This leader will manage a small (less than 10) global team in the US, Ireland, and India, to guide execution across service desk tooling, endpoint lifecycle processes, support workflows, knowledge management, and service delivery operations. The role requires translating functional plans into operational processes, setting procedures that affect the department, and partnering across Security, People, Workplace, Procurement, and other IT teams to deliver consistent outcomes.

They will be successful by building a high-performing team, creating clear operational standards, using AI and data to improve service quality and efficiency, and ensuring day-to-day support operations can scale with company needs. This is a hands-on leadership role for someone who can coach managers and individual contributors, improve systems and processes, and communicate effectively across technical and non-technical audiences.

Responsibilities:

• Lead the IT Service Desk Engineering function, including team operations, priorities, staffing, performance management, and day-to-day execution across employee-facing IT support services.

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