Manager, IT Service Desk

Get to know The Pokémon Company International The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children’s entertainment properties in the world.

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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 development4+ 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,…