Manager, End User Services

We're looking for Manager, End User Services to join Procore's IT Operations. The Manager of End User Services is a hands-on leadership role responsible for the day-to-day operations of our internal IT support and collaboration ecosystem. You will lead a team of support specialists to deliver high-quality technical assistance while maintaining the health and security of our cloud-based productivity tools. As the primary champion of ITSM best practices, you will ensure our service delivery is measurable, scalable, and consistently meets the needs of our global workforce.

As a Manager, End User Services, you'll partner with internal Procore employees to deliver world class services to our internal employees. Use your ITSM and Customer Support to delivery world class services. Join a fast growth, global team focused on IT support.

This position reports into the Senior Director, IT and will be based in our Austin. We're looking for someone to join us immediately.

What you'll do:

• Incident & Request Management: Oversee the full lifecycle of support tickets, ensuring timely resolution within established SLAs and acting as the final escalation point for complex issues.

• Asset Lifecycle Support: Manage the procurement, deployment, and decommissioning of hardware (Laptops/Peripherals) and software licenses.

• Problem Management: Conduct root-cause analysis (RCA) for recurring technical hurdles and implement long-term fixes to reduce overall ticket volume.

• Service Reporting: Develop and track KPIs (CSAT, First Response Time, Resolution Time) to report on the health of the support organization.

• Process Improvement: Build and maintain a robust Knowledge Base for both end-users (self-service) and internal IT staff.

• Project Support: Scope and Lead IT related projects for region such as Asset Refresh, Facility \ Layout Changes, IT training.

What we're looking for:

• Google Workspace Admin: Expert-level administration of Gmail, Drive, Calendar, and security/compliance settings (Vault, DLP).

• Slack Administration: Managing Enterprise Grid/Pro workspaces, app integrations, workflow builder, and channel governance.

• Identity Management: Experience managing user provisioning and SSO (e.g., Okta, JumpCloud, or Google Cloud Identity).

• Endpoint Management (MDM): Familiarity with managing via JAMF and\or Intune

• ITSM Tooling: High proficiency in platforms like Jira Service Management, ServiceNow, or Freshservice.

• Experience: 7+ years in IT Support/Operations, with at least 5 years in a formal people-management or team-lead capacity or supporting education.

• Education: Bachelor's degree in IT, CS, or equivalent experience or relevant experience.

• Certifications: ITIL v4 Foundation (highly preferred), Google Professional Collaboration Engineer, or Slack Certified Admin.

• Communication: Proven ability to translate complex technical concepts into "plain English" for non-technical employees and executives.

Base Pay Range:

Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.