Manager, IT Service Desk

Join Brooksrunning as Manager, IT Service Desk in Seattle, Washington, where you'll lead technology teams delivering global end-user support. This full-time position offers the opportunity to shape how our employees experience technology services daily.

About This Position

In this leadership role, you'll oversee the complete IT Service Desk operation, guiding a team of skilled technologists committed to exceptional support. Your vision will drive how Brooksrunning delivers reliable, responsive technology services across the globe, with a focus on solving issues at first contact and continuously elevating the end-user experience.

Day-to-Day Responsibilities

• Lead and develop the Service Desk team while coordinating with outsourced Tier 1 support partners to maintain responsive, flexible staffing levels
• Manage incident and request workflows with emphasis on first-contact resolution
• Track and analyze operational performance through metrics and reporting to drive data-informed improvements
• Oversee employee relations, site-based technology support, and IT asset inventory management
• Manage employee onboarding and offboarding technology setup and support
• Identify service gaps and implement solutions to enhance overall support effectiveness
• Champion automation and AI-powered tools to shift the organization from reactive support to proactive incident prevention
• Apply product management practices—including roadmaps, prioritization frameworks, and customer feedback loops—to deliver measurable service improvements

Qualifications

• Proven experience managing IT Service Desk or end-user support team operations
• Strong background with incident and request management processes
• Experience with operational metrics, performance analysis, and reporting
• Track record coordinating with external vendors or outsourced service partners
• Familiarity with IT asset management and employee lifecycle technology support
• Demonstrated success implementing process improvements and automation initiatives

About the Company

Brooksrunning is a global leader in performance athletic footwear and experiences, built on the conviction that movement unlocks what makes us feel truly alive. Our workplace thrives on collaboration, creativity, and innovation, guided by core values: we prioritize the runner's experience first, keep our word and follow through on commitments, bring our full effort to everything we do, foster teamwork and shared success, and find joy in continuous progress. Join a team where meaningful culture meets rewarding work.

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