Brooks Running
Manager, IT Service Desk
US, Washington, Seattle
Sponsorship not specified$111k-$166kDetected 11 days ago
Agentic AIEmployee RelationsCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoring
About the role
- Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.
- We welcome everyone from every walk of life looking to inspire others through the power of movement - because we're all moving towards something.
Responsibilities
- 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.
- Lead a team of technology professionals to provide global service desk services for the Brooks 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.
- 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.
Requirements
- Bachelor's degree in Information Systems, Computer Science, Engineering, or related field
- 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 applying product management disciplines (customer insights, roadmap/prioritization, value measurement) to improve IT services and the end-user experience.
- Experience working in a global environment with colleagues from different cultures
- Direct people management experience with experiencing coaching, mentoring and successfully growing staff
- 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)
- Experience building out a service desk function leveraging industry best practices and standards to deliver a high performing service
- Passionate about customer service
- Ability to create new processing and successfully communicating changes to the impacted organizations
- 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"
Skills
- Base pay offered will vary depending on job-related knowledge, skills, and experience.
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.
- Bonus - In addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.
Benefits
- 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.
- Brooks is proud to offer a robust benefits package to our employees and their families!
- 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.
Company info
- 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.
- Our brand values help bond us together and drive our success:
- Runner First
- 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.
- 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
Visa & Work Authorization
- hysical, 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 percei
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This listing is sourced directly from Brooks Running's careers page and normalized into a canonical job model.