Manager, IT Service Desk

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$90,000.00/yr - $/yr

The Company At a Glance

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more.

Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Why Work at Brother?

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round.

Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Manager, IT Service Desk manages the Unified Communications services, IT Help Desk operations, and delivers support to Brother’s end users. This position schedules and manages the activities of the Help Desk team to provide daily coverage including the monitoring of the Help Desk ticketing system, answering telephone calls, and assisting users with requests. This position assigns tickets to direct reports and IT system administrators.

Additionally, this position creates monthly management reports to summarize Help Desk activities and tickets opened and closed.

What You’ll Do

Customer Support Operations Management

• Manage staff members who are responsible for answering Help Desk requests and measure against our SLA’s
• Monitor the Help Desk system for open and unassigned requests
• Assign requests to the appropriate technicians
• Follow up on the closing of completed requests
• Ensure that the Help Desk phone line is answered (24x7x365)
• Produce monthly management reports to summarize number of requests taken and completed, categories of requests, and average time to complete requests

• Support business units with communication software usage and equipment
• Provide Budget forecasts Hardware Refresh, Maintain Asset inventories for all hardware, software and usage
• Support all AV rooms and provide executive support for monthly leadership townhalls
• Ensure that licenses are kept up to date
• Administer and maintain all phones including corporate mobile phones and phone usage
• Provide windows account administration for all users with the Americas
• Maintain workstation images and ensure we are protected following security polices, AV, VPN, MFA
• Review and approve invoices and maintenance of service desk hardware and software for all of BIC
• Provide the highest level of VIP Executive support
• Run quarterly CSAT surveys and develop a continuous improvement plan based on CSAT data.

• Coach and develop team members
• Maintain a technically proficient Help Desk and Administrative staff
• Develop and implement educational plans for staff members
• Ensure that JSOX compliance guidelines are met by staff

• Coordinate all Customer Support Operations duties required to support the IT organization’s Security as well as JSOX initiatives
• Adhere to procedures and produce supporting documentation as required
• Assist senior IT management with the development of the annual…