IT Service Desk Manager — Global Support Leader

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

Benefits offered by this job

Medical, dental, vision insurance

401K with company match

Paid time off

Job summary

Brooks is seeking a Manager, IT Service Desk to provide vision and leadership for a global end-user technology support function. You will oversee incidents and requests, manage staffing (including an outsourced Tier 1 desk), and ensure first contact resolution while maintaining SLAs.

You’ll leverage data to drive continuous improvement and apply product management practices to deliver measurable service improvements.

Qualifications

• 7+ years of experience in progressive information technology within infrastructure engineering
• 3+ years of experience managing a Service Desk team with best-practice knowledge
• ITILv4 certification or equivalent knowledge for IT service management

Responsibilities

• Directly manage a team of 8-10 Support Analysts, in-person and remote, plus outsourced Tier 1 partner
• Lead, mentor, and coach analysts; drive career development and performance using Brooks HR processes
• Define and manage service desk processes and SLAs across regions
• Drive innovation through automation and AI to reduce ticket volume and speed resolution
• Deliver onboarding/offboarding IT services for new hires and separations
• Collaborate with security, infrastructure, operations and application teams to improve service operations

Skills

People leadership

Service desk leadership

Leadership development

Customer obsession

Cross-functional collaboration

Strong communication

Global experience

Staff coaching

Education

Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field

Job description

Brooks is seeking a Manager, IT Service Desk to provide vision and leadership for a global end-user technology support function. You will oversee incidents and requests, manage staffing (including an outsourced Tier 1 desk), and ensure first contact resolution while maintaining SLAs.

You’ll leverage data to drive continuous improvement and apply product management practices to deliver measurable service improvements.