The Pokémon Company International · 1 day ago
Manager, IT Service Desk
Bellevue, Washington, United States
Full-time
Hybrid
Mid, Senior Level
$129K/yr - $198K/yr
3+ years expThe Pokémon Company International is a subsidiary of The Pokémon Company in Japan, responsible for managing the Pokémon brand outside of Asia. The Manager, IT Service Desk leads a team supporting over 1,300 staff globally, overseeing technology support operations and ensuring exceptional service delivery while aligning IT support services with business outcomes.
Entertainment
Responsibilities
Lead and mentor a team of Service Desk specialists responsible for handling service requests, incidents, and employee onboarding/offboarding
Manage team resource allocation and tiering to ensure efficient task distribution and coverage
Collaborate with technology peers to develop, document, and refine team processes for consistent and high-quality service delivery
Provide coaching, performance feedback, and development plans to support team growth and success
Model exceptional customer service and foster a user-centric support culture
Monitor ticket queues and ensure timely resolution in alignment with service level agreements (SLAs)
Analyze support trends, implement proactive solutions, and track recurrence to drive continuous improvement
Define, track, and report on key performance indicators (KPIs) to measure team effectiveness and service quality
Partner with IT leadership to translate business needs into technical solutions and service enhancements
Handle escalated service desk issues and ensure resolution of complex technical problems
Maintain accurate technology inventory baselines and oversee procurement and budget tracking for IT assets
Drive continuous improvement initiatives by leveraging feedback, analytics, and industry trends to enhance service delivery
Lead or support IT service projects, including the rollout of new tools, systems, or process improvements
Manage vendor relationships and service contracts related to IT support tools and hardware procurement
Qualification
Required
3+ years of experience managing an IT Service Desk team, with a strong focus on collaboration with peer technology groups
3+ years of hands-on experience in a Senior Service Desk role supporting Microsoft Windows and Apple macOS environments
2+ years of experience administering ITSM platforms (experience with Atlassian tools is a plus)
Proven leadership in implementing and managing ITSM and ITIL processes
Demonstrated excellence in customer service and communication across all organizational levels
Proficiency in supporting common enterprise applications such as Active Directory, Office 365, and web conferencing tools
Experience in developing and managing KPIs, SLAs, and performance reporting
Strong ability to guide technical decision-making and contribute to long-term IT planning
Solid understanding of hardware asset management and software license tracking
Eagerness to learn and adopt new technologies through self-study and formal training
Ability to analyze service metrics and user feedback to drive data-informed decisions
Bachelor's degree in Computer Science, Computer Engineering, or a related field; ITIL certification is a plus
Benefits
100% employer-paid healthcare premiums for you.
Generous paid family leave.
Employer-paid life insurance.
Employer-paid long and short-term income protection insurance.
US Employees: 401k Employer Matching.
UK/IRE/MX Employees: Pension Employer Contributions.
Fitness reimbursement.
Commuter benefit.
LinkedIn learning.
Comprehensive relocation package for certain roles.
Hybrid work environment.
Company
The Pokémon Company International
Join one of the most popular children’s entertainment properties in the world! 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.
1001-5000 employees
H1B Sponsorship
The Pokémon Company International has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Leon Suh
Chief Financial Officer
Cameron Meyer
Brand Services Partner
Company data provided by crunchbase