Job description
About the Role
Abnormal Security is seeking a data-driven, automation-first Senior Manager, End User Productivity & Automation to lead our global IT support experience. As a fast-growing cybersecurity company, we need to scale support services that are secure, seamless, and drive employee productivity at every stage of the user journey.
This player-coach role combines strategic leadership with hands-on execution. You’ll guide a high-performing, remote-first support team while optimizing processes, automating workflows, and delivering modern self-service solutions. Leveraging ServiceNow, GenAI, and advanced analytics, you’ll surface trends, reduce friction, and scale IT support with intelligence and impact.
You’ll own the end-user technology lifecycle—from device deployment and onboarding to day-to-day tooling and offboarding—ensuring a consistent, high-quality experience. Success in this role means enabling productivity, driving continuous improvement, and building strong partnerships across Security, HR, Engineering, and Procurement.
What you will do
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.
Who You Are
- 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
Must Haves
- 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.
Nice to Haves
- 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).
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
