Manager, IT Service Desk

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 help bond us together and drive our success:  

• 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.   

• 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. 

• 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