Manager, IT Service Desk

The role

The Manager, IT Service Desk leads the North America Service Desk to provide technology support to more than 1,400 employees. The role manages daily operations, service performance, and team development. The manager also oversees technology assets, spending, and vendor relationships.

What you will do

• Own the overall performance of the North America Service Desk.
• Oversee daily operations, escalations, and service quality.
• Identify gaps and prioritize improvements using performance data and feedback.
• Lead and develop Service Desk professionals through coaching and setting expectations.
• Plan staffing, support coverage, and team development.
• Develop the Service Desk as a consistent service with defined offerings and channels.
• Improve processes, knowledge, self service, automation, and service partnerships.
• Oversee technology purchasing, inventory controls, and budget tracking.
• Manage vendor service delivery and partner with IT leadership and Procurement.

Required qualifications

• 4+ years leading an IT Service Desk or comparable technical support team.
• Direct responsibility for people management, staffing, coverage, team priorities, and service performance.
• 7+ years of progressive experience in enterprise IT support.
• Experience owning and scaling enterprise Service Desk operations.
• Strong working knowledge of Windows, macOS, Microsoft 365, identity and access, endpoint management, collaboration tools, and IT service management practices.
• Experience evaluating and implementing support models like self service, automation, AI enabled support, or external service partnerships.
• Experience managing technology assets, purchasing, budgets, vendors, and service agreements.
• Bachelor’s degree or equivalent practical experience.

Nice to have

• ITIL certification

Benefits

• Competitive cash-based compensation programs.
• 100% employer-paid healthcare premiums for you.
• Generous paid family leave.
• Employer-paid life insurance.
• Employer-paid long and short-term income protection insurance.
• US Employees: 401k Employer Matching.
• UK/IRE/MX Employees: Pension Employer Contributions.
• Fitness reimbursement.
• Commuter benefit.
• LinkedIn learning.
• Comprehensive relocation package for certain roles.

About the company

The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website.