Manager, IT Service Desk

Who We Are

Brooks believes movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive — whether it’s a headspace, a feeling, or a finish line.

Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.

Our brand values help bond us together and drive our success:

• Runner First
  • We act in the best interest of the runner
• Word is Bond
  • We do what we say we’ll do
• Champion Heart
  • We give our all in everything we do
• There is no “I” in Run
  • We stay generous with our humanity
• Keep Moving
  • We find ways to move every day, because joy is kinetic!

We welcome everyone from every walk of life looking to inspire others through the power of movement - because we’re all moving towards something. Let’s run there.

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.

• 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.
• 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…