Senior Manager, IT (Hybrid)

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. Manage the activities globally, with accountability for execution, workforce planning, and operational delivery. Translate functional plans into operational processes and guide execution across service desk workflows, endpoint provisioning and deprovisioning, device management, support tooling, ticketing operations, and service request fulfillment. Establish and improve procedures, standards, and operating rhythms that increase support quality, reduce manual effort, and create a more consistent employee experience. Define, track, and review service metrics such as response times, resolution times, backlog, escalation rates, self-service adoption, customer satisfaction, asset turnaround times, and recurring issue trends. Use data from support operations, endpoint management platforms, and employee feedback to identify service gaps, prioritize improvements, and deliver measurable operational results. Partner closely with Security, Identity and Access Management, Enterprise Applications, Workplace, Procurement, Finance, and People teams to ensure IT support services align with compliance, onboarding, offboarding, access, and workplace operational requirements. Drive service desk engineering improvements, including the use of AI and automation, workflow design, knowledge base maturity, intake optimization, and tool integrations that improve scale and reduce friction for employees and IT staff. Ensure high-quality execution of onboarding, offboarding, hardware lifecycle, software access, and office-based support processes for a hybrid workforce. Create clear escalation paths, incident coordination practices, and ownership models for employee-impacting support issues. Build team capability through coaching, feedback, role clarity, and development planning for managers and individual contributors. Communicate operational performance, risks, priorities, and recommendations across disciplines, adapting messaging for technical teams, functional peers, and business stakeholders. Contribute to policy and procedure changes that affect the IT Service Desk Engineering function. About You: You are a power user of AI in the workplace, with a track record of turning tools like Gemini, Claude, Glean, and automation platforms into real operational leverage across support workflows, knowledge management, and employee experience. You lead with clarity and follow-through. You set expectations, make decisions, and he