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    Manager (remote) - Seattle, WA, United States - The Pokémon Company International

    The Pokémon Company International
    The Pokémon Company International Seattle, WA, United States

    3 weeks ago

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    Description
    Get to know The Pokémon Company International

    The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, 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.

    Learn more online at and on Facebook (), YouTube (), Twitter (), and Instagram ().

    Job Title:
    Manager, IT Service Desk

    Job Summary:
    The Manager, IT Service Desk leads the North America IT Service Desk team, supporting our 1,300+ staff members. They oversee our technology problem management and support needs, team processes, assigning work, purchasing, and inventory. This person contributes to and leads the overall positive and professional environment of the Service Desk. They are key in making decisions and/or recommendations that include multiyear IT strategies and plans.

    They will partner with peer staff members and lead the IT Service Desk to ensure the best customer support experience possible.

    Oversee a team of service desk support specialists responsible for service request, incidents, and employee onboarding/offboarding processes.
    Managing team resource allocation and workforce tiering structure to ensure accurate assignment of tasks to team members

    Work with technology peers to develop and manage team processes, perform regular review of existing processes to support consistent task completion.

    Provide coaching, individual development plans, and feedback to service desk team members.
    Be an example of superior customer service in the Service Desk, focusing on end user needs.
    Identify Service Desk support request trends, develop a plan to resolve and monitor for recurrence.

    Develop, measure, and report key performance indicators (KPIs) to ensure the team is operating at a high level and meeting or exceeding established goals.

    Work with IT Management on business requirements/goals and translate them into technical specifications with solution proposals.
    Take escalations as needed to resolve complex service desk requests.
    Establish technology inventory baselines, monitor, and report on levels.
    Purchase hardware, software, and track spending for technology needs.
    3 years+ experience managing an IT service desk team, supporting the needs of peer technology groups.

    3 years+ experience working directly on a service desk team in a senior capacity providing technical support in Microsoft Windows and Apple macOS environments.

    2 years+ experience managing ITSM (Information Technology Service Management) platforms, Atlassian tools are a plus. Technology support experience with common office applications such as Active Directory, Office 365, web conferencing, best practices, and troubleshooting. Experience developing and managing team KPI's, SLA's and reporting. Ability to lead staff through technical decisions, and roadmaps for long-term planning. Solid understanding managing hardware asset and software license tracking. Demonstrated willingness to learn new technologies through self-study and formal training. Bachelor's degree in computer science, Computer Engineering, and ITIL certifications are a plus.

    You're empathetic and understanding to employees who need your help.

    You are mindful of diverse perspectives and display patience and professionalism working with employees having a range of computer competencies.

    You ensure consistency and quality of your work and take a methodical approach to troubleshooting and resolution.
    You're adept at prioritization and project management with attentiveness to detail and consistent follow through.
    building and enhancing programs appeals to you. You have a desire to stay current on technology trends and Information Technology concepts.
    Competitive cash-based compensation programs
    ~ Employer-paid long and short-term income protection insurance
    ~ Pension Employer Contributions
    ~ Fitness reimbursement
    ~ LinkedIn learning
    ~ Comprehensive relocation package
    ~ In some cases, and for some roles, the Company may be able to arrange a visa. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.
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