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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 Pokemon.com and on Facebook (facebook.com/pokemon), YouTube (youtube.com/pokemon), Twitter (twitter.com/pokemon), and Instagram (instagram.com/pokemon).

Get to know the role

• 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. This role will also serve as an escalation point for incidents and service request resolution. They are key in making decisions and/or recommendations that include multiyear IT strategies and plans. This person is enthusiastic about customer service and how technology is experienced. They will partner with peer staff members and lead the IT Service Desk to ensure the best customer support experience possible.  
• FLSA Classification (US Only): Exempt
• People Manager: Yes

What you’ll do

• 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. 

• Monitor team member queues to ensure tickets are resolved promptly per outlined service level agreements (SLAs). 

• 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. 

• Continually seek opportunities to increase customer satisfaction, experience, and strengthen client relationships at all levels of the organization. 

• 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. 

What you’ll bring

• 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. 

  2 years+ experience leading ITSM and ITIL processes  

  A successful track record of providing excellent customer service and communication to all levels of an organization.  

  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. 

How you’ll be successful

• Communication: You have impeccable written and verbal communication with ability to translate technical information in a non-technical format. You’re able to demonstrate active listening to make your customer feel heard and understood. 

• Bias for Action: You have an eagerness to take initiative and persist in accomplishing objectives despite obstacles and setbacks. You work to resolve requests and incidents with a high sense of urgency and ownership. 

• Great people skills: You’re empathetic and understanding to employees who need your help. You aim to build effective relationships across the organizations, as well as externally with 3rd parties. You are mindful of diverse perspectives and display patience and professionalism working with employees having a range of computer competencies. 

• Passion and Pride in your work: You love what you do and how you can add value to your clients; You ensure consistency and quality of your work and take a methodical approach to troubleshooting and resolution.  

• Logical and analytical: You’re able to distill and synthesize complex ideas into concise, meaningful information to clients. You’re adept at prioritization and project management with attentiveness to detail and consistent follow through. 

• Growth mindset: You thrive in a dynamic and fluid environment because you are a self-starter who is eager to learn, grow and build something great together; building and enhancing programs appeals to you. You have a desire to stay current on technology trends and Information Technology concepts. 

• Service Orientation: You keep internal and external customer(s) in mind at all times. You strive to proactively address customer concerns and needs and to provide consistent customer satisfaction. 

What to expect

• An employee first culture
• Company events that celebrate the spirit of Pokémon
• Competitive cash-based compensation programs
• Base salary range: For this role, new hires generally start between $126,000.00 - $149,150.00. The full range is $126,000.00 - $188,000.00. This range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and professional experience uniquely.
• 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 Employees: Pension Employer Contributions
• Fitness reimbursement
• Commuter benefit
• LinkedIn learning
• Comprehensive relocation package
• Hybrid work environment

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.

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