Global IT Service Desk Manager - Lead & Innovate

Brooks Sports Inc; Seattle (WA); On-site; USD 110,571 - 165,857; Full time

Benefits offered by this job

Product discounts

Employee recognition

Fitness discounts

Volunteer & donation benefits

Job summary

Brooks is seeking an IT Service Desk Manager to lead a global team delivering end-user support. You will oversee incidents and requests, manage staffing (including an outsourced Tier 1 partner), and drive improvements through data, automation, and AI-driven solutions.

You will apply product management practices to deliver measurable service enhancements, partner with security and infrastructure, and maintain high customer satisfaction across regions.

Qualifications

• Bachelor’s degree in Information Systems, CS, or related field.
• 7+ years IT experience in infrastructure engineering.
• 3+ years managing a Service Desk team with ITIL knowledge.
• ITILv4 certification or equivalent knowledge of ITSM practices.

Responsibilities

• Directly manage 8–10 Support Analysts and an outsourced Tier 1 partner.
• Mentor, coach, and evaluate performance using Brooks HR processes.
• Define and manage service desk processes, SLAs, and staffing plans.
• Drive automation and AI to improve resolution speed and reduce tickets.
• Collaborate with security, infrastructure, and operations to improve services.

Skills

ITILv4

Service Desk

People leadership

Global support

Vendor management

Automation

AI

Communication

Education

Bachelor's degree

Job description

Brooks is seeking an IT Service Desk Manager to lead a global team delivering end-user support. You will oversee incidents and requests, manage staffing (including an outsourced Tier 1 partner), and drive improvements through data, automation, and AI-driven solutions.

You will apply product management practices to deliver measurable service enhancements, partner with security and infrastructure, and maintain high customer satisfaction across regions.