Manager, IT Service Desk

Your Job:

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. You will lead the team to deliver exceptional customer service to Brooks employees. You will lead and oversee all Service Desk elements - incidents and requests with a focus on first contact resolution, managing staffing (including an outsourced Tier 1 Service Desk) to meet ever changing workflow needs, operational reporting, employee relations, site-based support and maintenance, inventory and asset management, and onboarding/offboarding employee technology support. You will leverage data and analytics to evaluate service and identify continuous improvement opportunities, drive innovation through automation and AI agents, and shift the organization from reactive support to incident prevention and an improved end-user experience. You will apply product management practices (e.g., roadmap, prioritization, and customer feedback loops) to deliver measurable service improvements.

Your Responsibilities:

• 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.

Your Qualifications:

• 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