IT Service Desk Manager — Lead Growth & Automation

pokemoncareers; Bellevue (WA); On-site; USD 110,000 - 140,000; Full time

Job summary

The Pokémon Company International in Bellevue, WA is seeking a Manager, Information Technology to lead the North America Service Desk, supporting more than 1,400 employees. You will own operations, service performance, and ongoing improvement while coaching the team.

You will define services, plan staffing and coverage, manage vendors and assets, and partner with IT leadership to drive automation and capacity planning, ensuring reliable technology support and reduced downtime.

Qualifications

• 4+ years leading an IT Service Desk or similar team.
• Experience building healthy team culture with coaching.
• 7+ years in enterprise IT support.

Responsibilities

• Own the North America Service Desk performance and priorities.
• Oversee daily operations, escalations, service quality, and issue resolution.
• Use data to identify gaps and drive improvements to reduce downtime.
• Lead and develop Service Desk professionals.
• Plan staffing, coverage, and growth.
• Define and scale Service Desk services.
• Manage technology assets, spending, and vendors.

Skills

People leadership

Team development

Communication

IT service desk leadership

Enterprise IT support

Tools

Windows

macOS

Microsoft 365

Identity & access

Endpoint management

Collaboration tools

ITSM

Job description

The Pokémon Company International in Bellevue, WA is seeking a Manager, Information Technology to lead the North America Service Desk, supporting more than 1,400 employees. You will own operations, service performance, and ongoing improvement while coaching the team.

You will define services, plan staffing and coverage, manage vendors and assets, and partner with IT leadership to drive automation and capacity planning, ensuring reliable technology support and reduced downtime.