Manager, IT Service Desk

Who We Are: At Brooks, we believe 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. Your Job: 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.