Manager, IT Service Desk at The Pokémon… · Bellevue

Get to know the role

• Job Title: Manager, Information Technology
• Job Summary: The Manager, IT Service Desk leads TPCi’s North America Service Desk, providing reliable technology support to more than 1,400 employees. The role is accountable for daily operations, service performance, and ongoing improvement. The manager will help the Service Desk keep pace with business growth and changing needs by making smart use of the team, technology, automation, and service partners. Building a strong, collaborative team is critical to delivering those results. This manager sets clear expectations, gives direct and thoughtful coaching, builds trust, and creates opportunities for people to grow. Success means a capable and engaged team, consistent service, less technology friction for employees, and enough capacity to support the business as it grows.
• FLSA Classification (US Only): Exempt
• People Manager: Yes

What You Will Do

Own Service Desk operations and performance

• Own the overall performance of the North America Service Desk, setting operational priorities and holding the team accountable for consistent, effective employee support.
• Oversee daily operations, escalations, and service quality, partnering with technical owners to resolve recurring issues.
• Use service performance, employee feedback, and demand trends to identify gaps, communicate results and risks, and prioritize improvements that reduce employee downtime and improve resolution times, informing capacity and spending decisions.

Lead and develop the Service Desk team

• Lead and develop Service Desk professionals by setting clear expectations, giving direct and thoughtful coaching, and holding individuals and the team accountable for results.
• Plan staffing, support coverage, and team development to meet service demand and support business growth.
• Build a trusted, collaborative culture where people share ownership, work well together, and have opportunities to grow.

Define and scale Service Desk services

• Develop the Service Desk as a clear, consistent service to the business, with defined offerings, support channels, service expectations, and ownership.
• Improve processes, knowledge, self service, automation, approved AI capabilities, and service partnerships to increase capacity and reduce repetitive demand.

Manage technology assets, spending, and vendors

• Oversee technology purchasing, inventory controls, and budget tracking for employee hardware and Service Desk services.
• Manage vendor service delivery, holding partners accountable for cost, quality, and performance, and partner with IT leadership and Procurement on purchasing and service agreements.

What You Will Bring

People leadership and team development

• 4+ years leading an IT Service Desk or comparable technical support team, with direct responsibility for people management, staffing and coverage, team priorities, and service performance.
• A record of building healthy team culture and developing people with different strengths and experience levels through clear expectations, candid feedback, coaching, and meaningful growth opportunities.
• Demonstrated ability to earn trust, lead with empathy, address performance issues, and balance employee needs, team capacity, operational risk, and business priorities.
• 7+ years of progressive experience in enterprise IT support, providing a strong foundation in employee support needs and service operations.

Service ownership and business judgment

• Experience owning and scaling enterprise Service Desk operations, including service definition, demand management, incidents, requests, escalations, performance, and continuous improvement.
• Clear, practical communication and sound judgment when working with technical teams, business partners, and leaders on performance, risks, tradeoffs, and recommendations.

Technical knowledge and judgment

• Strong working knowledge of Windows, macOS, Microsoft 365, identity and access, endpoint management, collaboration tools, and IT service management practices.
• Technical judgment to assess complex issues, challenge recommendations, guide escalations, and lead technology or process changes through adoption and ongoing support.

Service improvement and resource management

• Experience evaluating and implementing one or more new support models, such as self service, automation, AI enabled support, or external service partnerships, with measurable improvements to capacity, cost, quality, speed, or employee experience.
• Experience managing technology assets, purchasing, budgets, vendors, and service agreements as part of a cohesive support model.

Education and preferred qualifications

• Bachelor’s degree or equivalent practical experience; ITIL certification

Base Salary Range: For this role, new hires generally start between $120,000.00 - $158,000.00 per year. The full range is $120,000.00 - $214,000.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate’s qualifications and professional experience uniquely.

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