IT Service Desk Manager — Hybrid Leadership

The Pokémon Company International; Bellevue (WA); Ibrido; USD 120.000 - 214.000; Tempo pieno

Vantaggi offerti da questo lavoro

100% employer-paid healthcare premiums

Hybrid work environment

Relocation package

LinkedIn learning

Descrizione del lavoro

The Pokémon Company International is seeking a Manager, IT Service Desk to lead the North America Service Desk for 1,400+ employees. You will own service performance, coach a high-performing team, and scale service delivery to support growth through automation, self-service, and partner collaboration.

Required are 4+ years in IT service desk leadership, a Bachelor's degree or equivalent, and ITIL knowledge.

Competenze

• 4+ years leading an IT Service Desk or equivalent team.
• Strong people management, coaching, and growth opportunities.
• Experience in enterprise IT support and service operations.
• Knowledge of Windows, macOS, M365, identity management, and ITSM practices.

Mansioni

• Own NA Service Desk operations, priorities, and performance.
• Oversee daily operations, escalations, and service quality with owners.
• Use metrics and feedback to drive improvements in downtime and resolution times.
• Lead and develop Service Desk professionals with clear expectations and coaching.
• Plan staffing, coverage, and growth to meet demand.
• Define offerings, channels, and service expectations for the desk.
• Oversee asset purchasing, inventory, budgets, and vendor management.

Conoscenze

People leadership

IT service desk

Windows

macOS

Microsoft 365

Identity access

Endpoint management

ITIL knowledge

Formazione

Bachelor’s degree or equivalent practical experience

ITIL certification

Strumenti

None

Descrizione del lavoro

The Pokémon Company International is seeking a Manager, IT Service Desk to lead the North America Service Desk for 1,400+ employees. You will own service performance, coach a high-performing team, and scale service delivery to support growth through automation, self-service, and partner collaboration.

Required are 4+ years in IT service desk leadership, a Bachelor's degree or equivalent, and ITIL knowledge.