Manager, IT Service Desk

Pokemon USA•Bellevue, WA

3d•Hybrid

About The Position

The Manager, IT Service Desk leads the North America-based team responsible for supporting over 1,300 staff members globally. This role is responsible for overseeing technology support operations, including incident management, service requests, team workflows, purchasing, and inventory. As a key contributor to a positive and professional service environment, the Manager also acts as an escalation point for complex issues and plays a strategic role in shaping long-term IT support plans. With a strong focus on customer experience, this individual partners with cross-functional teams to deliver exceptional service and continuous improvement. This role also plays a strategic part in aligning IT support services with broader business outcomes, ensuring seamless collaboration across departments and contributing to enterprise-wide technology goals.

Requirements

3+ years of experience managing an IT Service Desk team, with a strong focus on collaboration with peer technology groups.
3+ years of hands-on experience in a Senior Service Desk role supporting Microsoft Windows and Apple macOS environments.
2+ years of experience administering ITSM platforms (experience with Atlassian tools is a plus).
Proven leadership in implementing and managing ITSM and ITIL processes.
Demonstrated excellence in customer service and communication across all organizational levels.
Proficiency in supporting common enterprise applications such as Active Directory, Office 365, and web conferencing tools.
Experience in developing and managing KPIs, SLAs, and performance reporting.
Strong ability to guide technical decision-making and contribute to long-term IT planning.
Solid understanding of hardware asset management and software license tracking.
Eagerness to learn and adopt new technologies through self-study and formal training.
Ability to analyze service metrics and user feedback to drive data-informed decisions.
Bachelor's degree in Computer Science, Computer Engineering, or a related field; ITIL certification is a plus.

Responsibilities

Lead and mentor a team of Service Desk specialists responsible for handling service requests, incidents, and employee onboarding/offboarding.
Manage team resource allocation and tiering to ensure efficient task distribution and coverage.
Collaborate with technology peers to develop, document, and refine team processes for consistent and high-quality service delivery.
Provide coaching, performance feedback, and development plans to support team growth and success.
Model exceptional customer service and foster a user-centric support culture.
Monitor ticket queues and ensure timely resolution in alignment with service level agreements (SLAs).
Analyze support trends, implement proactive solutions, and track recurrence to drive continuous improvement.
Define, track, and report on key performance indicators (KPIs) to measure team effectiveness and service quality.
Partner with IT leadership to translate business needs into technical solutions and service enhancements.
Handle escalated service desk issues and ensure resolution of complex technical problems.
Maintain accurate technology inventory baselines and oversee procurement and budget tracking for IT assets.
Drive continuous improvement initiatives by leveraging feedback, analytics, and industry trends to enhance service delivery.
Lead or support IT service projects, including the rollout of new tools, systems, or process improvements.
Manage vendor relationships and service contracts related to IT support tools and hardware procurement.