IT Service Desk Manager

Braze is seeking an experienced IT Service Desk Manager to lead our global IT support operations. This role is pivotal in ensuring the delivery of high-quality technical support to our employees, enhancing productivity and maintaining seamless IT services across the organization.

The IT Service Desk Manager will oversee the daily operations of the service desk team, managing service requests, incidents, and problem resolutions. Responsibilities include implementing and optimizing service desk software, monitoring performance metrics, and ensuring adherence to service level agreements (SLAs). The role also involves developing and maintaining ITIL-aligned processes for incident, request, problem, and change management.

Candidates should have a minimum of 7 years of IT support experience, with at least 3 years in a service desk leadership role. A strong working knowledge of ITIL principles and best practices is essential, with ITIL Foundation certification preferred. Proficiency in managing service desk operations for large user bases in high-growth environments is required. Excellent people management skills, with a focus on coaching and team development, are also necessary.

Braze offers a competitive compensation package, including a base salary range of $125,000 to $150,000, influenced by geographic location. Additional benefits include comprehensive health care coverage, a 401(k) plan, and tuition reimbursement.

At Braze, we are committed to fostering a collaborative and inclusive work environment. We value diversity and believe that a variety of perspectives leads to better solutions and innovation. Joining our team means contributing to a company that is dedicated to improving the employee experience through exceptional IT support services.