Manager, IT Service Desk
Company: The Pok--mon Company International
Posted on: May 13, 2022
Get to know The Pok--mon Company International
The Pok--mon Company International, a subsidiary of The Pok--mon
Company in Japan, manages the property outside of Asia and is
responsible for brand management, licensing, marketing, the
Pok--mon Trading Card Game, the animated TV series, home
entertainment, and the official Pok--mon website. Pok--mon was
launched in Japan in 1996 and today is one of the most popular
children's entertainment properties in the world.
Learn more online at Pokemon.com and on Facebook
(facebook.com/pokemon), YouTube (youtube.com/pokemon), Twitter
(twitter.com/pokemon), and Instagram (instagram.com/pokemon).
Get to know the role
Job Title: Manager, IT Service Desk
Job Summary: The Manager, IT Service Desk leads the IT Service Desk
team, supporting our 850+ staff members. They oversee our problem
management and support needs, organizing, and assigning work, and
purchasing hardware/software. This person contributes to and leads
the overall positive environment of the Service Desk. They are key
in making decisions and/or recommendations that include multiyear
IT strategies and plans. This person is enthusiastic about customer
service and experience. They will partner with peer staff members
and lead the IT Service Desk to ensure the best customer support
FLSA Classification (US Only): Exempt
People Manager: Yes
What you'll do
Manage a team of service desk support specialists responsible for
issue management, conferencing systems, and employee
Monitor issues for problem management, ensure team queues are
properly monitored, and make sure service is meeting outlined
service level agreements (SLAs).
Identify Service Desk issue trends, seek out areas to build and
improve process, monitor for repeat issues.
Develop, measure, and report key performance indicators (KPIs) to
ensure the team is operating at a high level and meeting or
exceeding established goals.
Collaborate with partner teams to help drive continuous improvement
in end user productivity.
Continually seek opportunities to increase customer satisfaction,
experience, and strengthen client relationships at all levels of
Work with IT Management on business requirements/goals and
translate them into technical specifications with solution
Establish inventory baselines, monitor, and report on levels.
Purchase hardware, software, and track spending for technology
Plan and establish priorities and manage team resource
Act as escalation point for complex and urgent issues.
Provide coaching, development, and feedback to service desk team
What you'll bring
3 years+ experience managing service desk teams.
3 years+ experience working directly on a service desk team in a
Excellent Customer Service skills and a demonstrated success
exceeding customer expectations.
Ability to build, monitor, and report on KPI's, and customer
Experience in working in an Information Technology Service
Ability to lead staff through technical decisions, and roadmaps for
long term planning.
Solid understanding managing hardware asset and software license
A successful track record of providing excellent customer service
and communication to all levels of an organization.
Working knowledge of Microsoft Office 365, and Active Directory,
including common tools, best practices, and troubleshooting.
Demonstrated willingness to learn new technologies through
self-study and formal training.
Experience with SCRUM, Agile, and Atlassian tools are a plus.
Bachelor's Degree in Computer Science, Computer Engineering, and
ITIL certifications are a plus.
How you'll be successful
Passion for Pok--mon: Develops an understanding of the Pok--mon
brand, the impact it has on our people, culture, business, fans,
and communities, and applying that knowledge and passion to
everything you do.
Challenging the Expected: Approaches challenges with curiosity and
creativity, embracing the possibility of failure as an opportunity
to learn something new, develop innovative ideas, solve complex
problems and identify unique opportunities.
Integrity and Respect: Demonstrates integrity and respect by
leading with empathy, listening to others, seeking out different
perspectives, and taking personal responsibility for decisions,
actions, and results.
Dedicated to Quality: Takes ownership to maintain and promote high
standards, looks for new ways to learn and improve, and embraces a
growth mindset to seek and apply feedback from others in an effort
to continuously improve.
Building Relationships: Develops and strengthens relationships,
adopting a "team first" mentality and working collaboratively to
solve problems and meet shared goals.
Delighting Customers: Listens and understands the interests and
needs of our customers and stakeholders, making them feel heard and
important, and embracing these learnings to continue delivering a
unique Pok--mon experience.
What to expect
An employee first culture
Company events that celebrate the spirit of Pok--mon
Competitive cash-based compensation programs
100% employer-paid healthcare premiums for you
Generous paid family leave
Employer-paid life insurance
Employer-paid long and short-term income protection insurance
The above statements are intended to describe the general nature
and level of work being performed by people assigned to this role.
They are not to be construed as an exhaustive list of all
responsibilities, duties, and skills required. Employees may be
required to perform duties outside of their normal responsibilities
from time to time, as needed. For roles in the United Kingdom,
candidates will need the right to work. In some cases, and for some
roles, the Company may be able to arrange a visa. For roles in
Ireland, this role requires candidates to have the right to live
and work in the Republic of Ireland. However, we welcome
applications from all nationalities and may consider supporting an
employment permit application, in appropriate and suitable
Internal Job Code: TE.ISMF.M3
Internal Job Profile: Information Technology Mgmt (M2)
Keywords: The Pok--mon Company International, Bellevue , Manager, IT Service Desk, IT / Software / Systems , Bellevue, Washington
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