GOAT Group · 4 days ago
Senior Manager, IT Services
Los Angeles, CA
Full-time
Onsite
Senior Level
$138K/yr - $172K/yr
5+ years expGOAT Group is a global marketplace for sneakers, apparel, and collectibles, connecting millions of buyers and sellers worldwide. The Senior Manager, IT Services is responsible for leading the global IT Service Management and Service Desk function, ensuring high-quality delivery of IT services and overseeing day-to-day IT operations across various locations.
ApparelConsumer GoodsE-CommerceFashionMarketplaceShoes
Responsibilities
Oversee the global IT service desk, endpoint management, and onsite support operations
Ensure timely resolution of incidents, requests, and problems in alignment with SLAs and KPIs
Own escalation management for complex business-critical issues, providing leadership during incidents and ensuring clear communication to stakeholders
Monitor and report on service performance, identifying trends and improvement opportunities
Manage and mentor a team of IT technicians across multiple locations and time zones
Foster a culture of accountability, collaboration, and customer-centric service delivery
Support workforce planning, hiring, onboarding, and vendor / MSP relationships to ensure appropriate coverage and scalability
Define and monitor team goals, performance metrics, and professional development plans
Lead the implementation, maturity, and continuous improvement of ITIL-aligned processes, including Incident, Problem, Change, Request, Asset, and Configuration Management
Maintain the IT service catalog and ensure consistent service documentation and knowledge management
Partner with Security, Infrastructure, and Applications teams to ensure operational readiness and compliance with company standards
Administer, optimize, and evolve ITSM and service desk platforms such as Freshservice (or equivalent), ensuring effective incident, request, asset, and knowledge management
Drive adoption of automation, integrations, and analytics to improve service efficiency, reduce manual effort, and enhance user experience
Collaborate with IT leadership to evaluate, plan, and implement new tools or enhancements that support global operations
Serve as a liaison between IT and business units to ensure clear communication and alignment on priorities
Provide regular reporting and insights to IT leadership on service health and improvement initiatives
Support major initiatives such as location openings, expansions, and global process rollouts
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
5+ years of experience in IT service management, including 2+ years leading a distributed support team
Strong understanding of ITIL frameworks; ITIL certification preferred
Experience with enterprise ITSM platforms (Freshworks, ServiceNow, Jira Service Management, or similar); Freshworks experience preferred
Excellent problem-solving, communication, and stakeholder management skills
Demonstrated ability to work effectively in a fast-paced, global organization with evolving needs
Passion for delivering exceptional user experience through operational excellence
Preferred
Experience in e-commerce, retail, or marketplace technology environments
Familiarity with SaaS tools, cloud environments (Google Workspace, Okta, etc.), and device management platforms (Jamf, etc)
Strong analytical and project management capabilities
Benefits
401K
Paid time off
Dental
Medical
Vision
Disability
Life insurance options
Company
GOAT Group
Goat Group is a marketplace for authentic sneakers, apparel, and accessories.
1001-5000 employees
H1B Sponsorship
GOAT Group 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
2025 (10)
2024 (2)
2023 (13)
2022 (11)
2021 (9)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$492.6MKey Investors
Park West Asset ManagementGroupe ArtémisD1 Capital Partners
2022-04-15Series Unknown
2021-06-24Series F· $195M
2021-01-19Corporate Round
Leadership Team
Eddy Lu
Co-founder and CEO
Yunah Lee
COO
Recent News
yicaiglobal.com
2025-03-21
Crunchbase News
2023-08-11
Company data provided by crunchbase