Manager, IT Service Desk

Brother USA; Bartlett (TN); Hybrid; USD 90,000 - 111,000; Full time

Job summary

A leading provider of office solutions is looking for a Manager of IT Service Desk. In this role, you will oversee daily operations, managing Help Desk staff and support for Unified Communications. This hybrid position offers a competitive salary, benefits, and a commitment to employee growth.

Benefits

Healthcare and wellness coverage

401K with matching

Tuition reimbursement

Paid Time Off

Flexible work schedule

Qualifications

• Bachelor’s Degree (or equivalent experience) in Computer Science, Information Systems, or related fields required.
• Minimum 5 years experience working in or leading a Help Desk environment.
• Knowledge of Voice Over IP systems and services.

Responsibilities

• Manage staff for Help Desk requests and measure against SLA’s.
• Monitor & assign requests in Help Desk system.
• Provide support for Unified Communications systems.

Skills

Project management

Organizational skills

Written communication skills

Oral communication skills

Interpersonal communication skills

Leadership

Education

Bachelor’s Degree in Computer Science, Information Systems

Tools

Help Desk ticketing system

Voice Over IP systems

Job description

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This range is provided by Brother USA. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$90,000.00/yr - $111,000.00/yr

The Company At a Glance

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more.

Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Why Work at Brother?

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Manager, IT Service Desk manages the Unified Communications services, IT Help Desk operations, and delivers support to Brother’s end users. This position schedules and manages the activities of the Help Desk team to provide daily coverage including the monitoring of the Help Desk ticketing system, answering telephone calls, and assisting users with requests. This position assigns tickets to direct reports and IT system administrators. Additionally, this position creates monthly management reports to summarize Help Desk activities and tickets opened and closed.

What You’ll Do

Customer Support Operations Management

• Manage staff members who are responsible for answering Help Desk requests and measure against our SLA’s
• Monitor the Help Desk system for open and unassigned requests
• Assign requests to the appropriate technicians
• Follow up on the closing of completed requests
• Ensure that the Help Desk phone line is answered (24x7x365)
• Produce monthly management reports to summarize number of requests taken and completed, categories of requests, and average time to complete requests
  
  
  

Unified Communications Systems Support

• Support business units with communication software usage and equipment
• Provide Budget forecasts Hardware Refresh, Maintain Asset inventories for all hardware, software and usage
• Support all AV rooms and provide executive support for monthly leadership townhalls
• Ensure that licenses are kept up to date
• Administer and maintain all phones including corporate mobile phones and phone usage
• Provide windows account administration for all users with the Americas
• Maintain workstation images and ensure we are protected following security polices, AV, VPN, MFA
• Review and approve invoices and maintenance of service desk hardware and software for all of BIC
• Provide the highest level of VIP Executive support
• Run quarterly CSAT surveys and develop a continuous improvement plan based on CSAT data.
  
  
  

People Management

• Coach and develop team members
• Maintain a technically proficient Help Desk and Administrative staff
• Develop and implement educational plans for staff members
• Ensure that JSOX compliance guidelines are met by staff
  
  
  

Corporate Compliance Support

• Coordinate all Customer Support Operations duties required to support the IT organization’s Security as well as JSOX initiatives
• Adhere to procedures and produce supporting documentation as required
• Assist senior IT management with the development of the annual corporate telecommunications budget and tracking of the budget during the fiscal year

About Our Ideal Candidate

Education

• Bachelor’s Degree (or equivalent experience) in Computer Science, Information Systems, or related fields– Required
  
  
  

Experience

• Minimum 5 years experience working in or leading a Help Desk environment
• Minimum 5 years experience managing and using a Help Desk ticketing system
• Minimum 1 year experience supporting and managing a UCaaS system
  
  
  

Software/Technical Skills

• Knowledge of Voice Over IP systems and services
• Ability to create an annual budget for telecommunication services
• Ability to define, create and document standardized procedures
  
  
  

Other Skills, Knowledge, & Abilities

• Project management and organizational skills
• Strong written, oral and interpersonal communication skills
• Ability to lead a diverse team
• Ability to work after hours & On-call availability

Additional Details For This Role

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers.

• The salary (or hiring) range for this position is $90,000 - $111,000 per year
• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data
• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives
• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family’s needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother’s corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always “at your side” for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother’s Product Categories: https://careers.brother-usa.com/our-products
• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs): https://careers.brother-usa.com/employee-resource-groups-diversity
• Corporate Social Responsibility: https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability
• Work-Life and Flexibility: https://careers.brother-usa.com/lifeatbrother
• Growth and Development: https://careers.brother-usa.com/career-development
• Follow us on LinkedIn: https://www.linkedin.com/company/brother-usa/
  
  
  

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Computers and Electronics Manufacturing

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