Manager, IT Service Desk

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.