Manager of IT Operations
Brookdale
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Brookdale is seeking an IT Service Desk leader in Brentwood, TN, to direct support across PC, mobility, and telecom. You will manage a team, set priorities, and ensure timely, high-quality service for all associates.
The role emphasizes collaboration with IT Operations and strong KPI-driven management. Responsibilities include leading daily Service Desk operations, coaching staff, maintaining knowledge resources, and ensuring compliance with security standards.
Qualifications
- Bachelor’s Degree in Business Administration, Information Technology or related field.
- Minimum five years of information technology experience.
- Minimum of three years IT leadership experience or equivalent.
Responsibilities
- Leads daily Service Desk operations, monitors service levels, and ensures timely, professional support.
- Recruits, onboards, coaches, and develops Service Desk staff; conducts performance evaluations.
- Trains and equips staff with knowledge, tools, and resources to resolve incidents effectively.
- Monitors KPIs and takes corrective action to improve performance.
- Collaborates with IT Operations and other departments to align support.
- Identifies opportunities to improve customer experience and reduce costs.
- Maintains Service Desk knowledge base and SOPs for consistency.
- Ensures compliance with company policies and information-security requirements.
Education
Job description
Make Lives Better Including Your Own. If you want to work in an environment where you can become your best possible self, join us! You’ll earn more than a paycheck; you can find opportunities to grow your career through professional development, as well as ongoing programs catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment status.
Make Lives Better Including Your Own. If you want to work in an environment where you can become your best possible self, join us! You’ll earn more than a paycheck; you can find opportunities to grow your career through professional development, as well as ongoing programs catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment status.
- Medical, Dental, Vision insurance
- 401(k)
- Associate assistance program
- Employee discounts
- Referral program
- Early access to earned wages for hourly associates (outside of CA)
- Optional voluntary benefits including ID theft protection and pet insurance
- Paid Time Off
- Paid holidays
- Company provided life insurance
- Adoption benefit
- Disability (short and long term)
- Flexible Spending Accounts
- Health Savings Account
- Optional life and dependent life insurance
- Optional voluntary benefits including accident, critical illness and hospital indemnity Insurance, and legal plan
- Tuition reimbursement
Base pay in range will be determined by applicant’s skills and experience. Full-time associates in role are also eligible for an annual bonus incentive. Temporary associates are not benefits eligible but may participate in the company’s 401(k) program.
Veterans, transitioning active duty military personnel, and military spouses are encouraged to apply. To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year.
The application window is anticipated to close within 30 days of the date of the posting.
Provides direction and leadership to assigned Information Technology functions which support all company associates across a variety of areas, including PC, mobility, service desk, telecommunications, as well as other support areas. Directs assigned team to ensure that responsive, high-quality support services are appropriately provided, including 24/7 as business needs and urgency dictate. Works closely with other departments and business units to onboard new areas of support.
- Leads daily Service Desk operations, assigns workloads, monitors service levels, and ensures the team delivers timely, professional, and high-quality technical support.
- Recruits, onboards, coaches, and develops Service Desk associates; conducts performance evaluations and ensures effective cross-training and succession planning.
- Trains and equips Service Desk associates with the technical knowledge, tools, and resources needed to resolve incidents and service requests effectively.
- Monitors key performance indicators—including response times, resolution times, customer satisfaction, ticket backlog, and first-contact resolution—and takes corrective action when needed.
- Analyzes ticket volumes, service trends, business requirements, and performance data to determine staffing needs, balance workloads, and maintain appropriate support coverage.
- Collaborates with IT Operations leadership to develop, implement, and maintain support procedures that provide employees with a consistent and positive service experience.
- Partners with IT teams, business units, and other departments to identify support needs, improve communication, and establish clear incident escalation and resolution processes.
- Identifies and implements opportunities to improve the customer experience, increase Service Desk efficiency, streamline workflows, reduce costs, and strengthen service quality.
- Maintains and improves the Service Desk knowledge base, standard operating procedures, self-service resources, and technical documentation to promote consistent and efficient issue resolution.
- Ensures Service Desk associates understand and comply with company policies, information-security requirements, and all mandated regulatory and compliance standards.
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/ her supervisor.
Bachelor’s Degree in Business Administration, Information Technology or other related field required. Minimum five years of experience in Information Technology required. Minimum of three years of IT Leadership experience required; or equivalent combination of education and experience.
Uses independent judgement to establish procedures and develop direction for the team(s). Makes analytical decisions and is accountable for all actions made by a department or group. Uses a high degree of analytical ability using sound judgment acquired through significant experience to solve complex and varied problems that could affect a large number of associates. Strong sense of ownership, bias for action, urgency, and drive.
Has significant knowledge of an advanced discipline with a working knowledge of related fields. Has significant knowledge of the organization, work environment and process. Has knowledge to direct multiple functions and/or departments with full responsibility for operational results. Exceptional interpersonal skills required.
- Standing
- Requires interaction with co-workers, residents or vendors
- Walking
- Sitting
- Occasional weekend, evening or night work if needed to ensure shift coverage
- Use hands and fingers to handle or feelOn-Call on an as needed basis
- Reach with hands and arms
- Talk or hear
- Ability to lift: Up to 25 pounds
- Requires Travel: Occasionally
- Vision
Brookdale is an equal opportunity employer and a drug-free workplace.
- Gracious hospitality and neighborliness for our residents and families.
- Home-like feel and all-around comfort for residents and visiting family members.
- Entertaining events and gatherings so our residents can find connections in groups and 1:1 settings.
- Industry leader in clinical care.
- Nationwide company with 589 communities as of November 30, 2025, offering many opportunities to grow and learn as a sales professional.
- Extensive corporate support including a robust training program.
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