IT Operations Leader: Service Desk & 24/7 Support

Brookdale; Brentwood (TN); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Associate assistance program

Employee discounts

Referral program

Early wage access

Voluntary benefits including ID theft,

Pet insurance

Paid Time Off

Paid holidays

Company provided life insurance

Adoption benefit

Disability insurance

Flexible Spending Accounts

Health Savings Account

Optional life and dependent life保险

Voluntary benefits: accident, critical

hospital indemnity Insurance

Legal plan

Tuition reimbursement

Job summary

Brookdale is seeking an IT Service Desk leader in Brentwood, TN, to direct support across PC, mobility, and telecom. You will manage a team, set priorities, and ensure timely, high-quality service for all associates.

The role emphasizes collaboration with IT Operations and strong KPI-driven management. Responsibilities include leading daily Service Desk operations, coaching staff, maintaining knowledge resources, and ensuring compliance with security standards.

Qualifications

• Bachelor’s Degree in Business Administration, Information Technology or related field.
• Minimum five years of information technology experience.
• Minimum of three years IT leadership experience or equivalent.

Responsibilities

• Leads daily Service Desk operations, monitors service levels, and ensures timely, professional support.
• Recruits, onboards, coaches, and develops Service Desk staff; conducts performance evaluations.
• Trains and equips staff with knowledge, tools, and resources to resolve incidents effectively.
• Monitors KPIs and takes corrective action to improve performance.
• Collaborates with IT Operations and other departments to align support.
• Identifies opportunities to improve customer experience and reduce costs.
• Maintains Service Desk knowledge base and SOPs for consistency.
• Ensures compliance with company policies and information-security requirements.

Education

Bachelor’s Degree in Information Technology or related field

Job description

Brookdale is seeking an IT Service Desk leader in Brentwood, TN, to direct support across PC, mobility, and telecom. You will manage a team, set priorities, and ensure timely, high-quality service for all associates.

The role emphasizes collaboration with IT Operations and strong KPI-driven management. Responsibilities include leading daily Service Desk operations, coaching staff, maintaining knowledge resources, and ensuring compliance with security standards.