Manager, IT Service Desk

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

Who We Are

At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line.

Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.

Our Brand Values

• Runner First
  • We act in the best interest of the runner
• Word is Bond
  • We do what we say we’ll do
• Champion Heart
  • We give our all in everything we do
• There is no “I” in Run
  • We stay generous with our humanity
• Keep Moving
  • We find ways to move every day, because joy is kinetic!

We welcome everyone from every walk of life looking to inspire others through the power of movement - because we’re all moving towards something. Let’s run there.

Your Job

As the Manager, IT Service Desk at Brooks, you are responsible for providing vision and leadership to a team of technology professionals responsible for providing global end user technology support services. You will lead the team to deliver exceptional customer service to Brooks employees. You will lead and oversee all Service Desk elements – incidents and requests with a focus on first contact resolution, managing staffing (including an outsourced Tier 1 Service Desk) to meet ever changing workflow needs, operational reporting, employee relations, site-based support and maintenance, inventory and asset management, and onboarding/offboarding employee technology support. You will leverage data and analytics to evaluate service and identify continuous improvement opportunities, drive innovation through automation and AI agents, and shift the organization from reactive support to incident prevention and an improved end‑user experience. You will apply product management practices (e.g., roadmap, prioritization, and customer feedback loops) to deliver measurable service improvements.

Your Responsibilities

• People Leadership
  • Directly manage a team of 8-10 Support Analysts, in-person and remote, and oversee an outsourced Tier 1 Service Desk partner to ensure services are delivered successfully.
  • Lead, mentor, and coach a team of Analysts. Promote career development and manage the performance of the team using Brooks HR processes.
  • Manage work assignments and timelines.
  • Hire and manage information technology personnel and/or contractors to design, develop, implement, and improve service desk services.
• Service Desk Leadership
  • Lead a team of technology professionals to provide global service desk services for the Brooks organization.
  • Champion a customer obsession mindset in your team and across the organization.
  • Build relationships with all business partners to ensure Service Desk services meet the business needs.
  • Define and manage industry standard service desk processes within the team and across regions.
  • Champion a “shift left” model for other IT teams that can enable service desk to provide first call resolution to employees.
  • Ensure service desk services are delivered within defined SLAs.
  • Identify areas for continuous improvement and strive for ongoing excellence.
  • Drive innovation through automation and AI agents (e.g., self-service, triage, knowledge search, and workflow automation) to improve speed to resolution and reduce ticket volume.
  • Establish an incident prevention program by partnering with IT teams to identify recurring issues, drive root‑cause remediation, and improve knowledge, monitoring, and standard changes.
  • Own and continuously improve the end‑user support experience across channels (portal, chat, phone, walk‑up) by measuring satisfaction, reducing friction, and standardizing a high‑quality, human‑centered support journey.
  • Apply product management practices to Service Desk capabilities (define outcomes, maintain a service improvement roadmap, prioritize investments, and incorporate user feedback) to deliver measurable improvements.
  • Drive consistency and standardization across the global team and ensure standard operating procedures are documented and followed to deliver expected service.
  • Deliver technology onboarding and offboarding services to the organization for new hires and separations.
  • Manage vendors and the outsourced Tier 1 Service Desk to ensure successful partnerships, clear accountability, quality assurance, and SLA performance that meet business objectives.
  • Collaborate with security, infrastructure, operations, service management, and application teams to deliver service operations to improve the business of IT.
  • Apply industry best practices in service operations for the Brooks technology organization.
  • Build and maintain successful partnerships with IT teams and Brooks’ business partners.
  • Make recommendations for the purchase of technology resources; review and negotiate contracts and ensure vendor performance.

Your Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field; equivalent combination of education and years of experience can be considered in lieu of degree(s)
• 7+ years of experience in progressive, relevant information technology within the infrastructure engineering area of IT
• 3+ years of experience managing a Service Desk team with industry best practice knowledge in service operations and support
• Certified in ITILv4 and applicable knowledge of the IT Service Management activities critical to running a successful IT service desk function
• Experience building out a service desk function leveraging industry best practices and standards to deliver a high performing service
• Experience applying product management disciplines (customer insights, roadmap/prioritization, value measurement) to improve IT services and the end‑user experience.
• Passionate about customer service
• Ability to create new processing and successfully communicating changes to the impacted organizations
• Experience working in a global environment with colleagues from different cultures
• Direct people management experience with experiencing coaching, mentoring and successfully growing staff
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
• Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
• Keen attention to detail in planning, organization, and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another
• Ability to anticipate how a decision made can affect our customers, our partners, our products, or other departments’ operations and/or morale; “connecting the dots”
• Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive

Compensation

The pay range for this position, based out of the Brooks Seattle HQ, is $110,571 - $165,857 per year. Base pay offered will vary depending on job-related knowledge, skills, and experience.

Benefits

Brooks is proud to offer a robust benefits package to our employees and their families!

• Medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.
• Paid Time Off – Brooks offers generous time off, including five weeks of paid time off, eleven paid holidays, and paid sick and parental leave.
• Bonus – In addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.
• Perks – Including product discounts, employee recognition, fitness discounts, volunteer and donation benefits.

Location – You will spend 4 days per week in our Seattle offices, as we believe our organization flourishes when connections, collaboration, creativity, problem-solving, and celebrations happen in person.

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, creed, color, national origin, age, sex, gender, gender identity or expression, two‑spirit identity, sexual orientation, genetic information, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal by a person with a disability, or on any other basis protected by federal, state, or local law, or any other non‑merit based factors.