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It Service Desk Manager Jobs in Bothell, WA (NOW HIRING)

Brooks Running

Manager, IT Service Desk

Seattle, WA · On-site

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 ...

TurnPoint Technology

IT Service Desk Tier 1

Seattle, WA · On-site

We are seeking an IT Service Desk Tier 1 who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 technical assistance and support ...

Oracle

Support Desk Manager

Seattle, WA

The Support Desk Manager is responsible for overseeing a team of service desk agents and analysts, ensuring that high-quality support is provided to our customers. They are be responsible for ...

Zumiez

Solutions Desk Analyst / DC Specialist

Lynnwood, WA · On-site

$21 - $33/hr

Handle IT related incidents through a ticket queue management system, driving tickets to resolution with urgency, efficiency, and accuracy. * Handle walk-up customers at the IT Service Desk location ...

Sono Bello

IT Manager

Bellevue, WA · Hybrid

$107K - $131K/yr

Responsible for overall IT operations across service desk, infrastructure, networking, and endpoint management * Accountable for service performance, including SLA/KPI tracking, operational trend ...

Revel Staffing

IT Manager

Seattle, WA

$95K - $125K/hr

This role is responsible for managing the IT help desk, maintaining systems and documentation, supporting users across departments, and improving service delivery through automation and AI-enabled ...

SSA Marine

IT Service Center Lead

Seattle, WA · On-site

$18.25 - $24/hr

Knowledge Management & Continuous Improvement Enablement * Maintain POD knowledge discipline by ... Other duties as assigned. * 5+ years of experience in IT support, service desk, service delivery ...

SSA Marine

IT Service Center Lead

Seattle, WA

$18.25 - $24/hr

Knowledge Management & Continuous Improvement Enablement * Maintain POD knowledge discipline by ... Other duties as assigned. * 5+ years of experience in IT support, service desk, service delivery ...

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All JobsIt Service Desk JobsIt Service Desk Manager JobsIt Service Desk Manager Jobs in Bothell, WA

It Service Desk Manager information

See Bothell, WA salary details

$40.8K

$105.7K

$175.5K

How much do it service desk manager jobs pay per year?

As of Jul 25, 2026, the average yearly pay for it service desk manager in Bothell, WA is $105,661.00, according to ZipRecruiter salary data. Most workers in this role earn between $79,400.00 and $125,800.00 per year, depending on experience, location, and employer.

What are some common challenges faced by IT Service Desk Managers, and how can they be addressed?

IT Service Desk Managers often encounter challenges such as managing high ticket volumes, ensuring consistent service quality across the team, and staying updated with rapidly evolving technology. Addressing these challenges involves implementing robust ticketing systems, setting clear performance metrics, and providing ongoing training for staff. Additionally, fostering open communication and collaboration with other IT departments helps ensure that issues are resolved efficiently and service expectations are met.

What are the key skills and qualifications needed to thrive as an IT Service Desk Manager, and why are they important?

To thrive as an IT Service Desk Manager, you need expertise in IT support processes, incident management, and a solid understanding of ITIL frameworks, often backed by a relevant bachelor’s degree and ITIL certification. Familiarity with ticketing systems like ServiceNow or Jira, remote support tools, and reporting platforms is typically required. Exceptional leadership, problem-solving, and communication skills help you manage teams and coordinate effectively with both technical staff and end users. These skills and qualities are crucial for optimizing service delivery, ensuring high user satisfaction, and driving continuous improvement in IT support environments.

What is the difference between It Service Desk Manager vs It Support Specialist?

AspectIt Service Desk ManagerIt Support Specialist
CertificationsITIL, HDI, CompTIA A+CompTIA A+, HDI, Microsoft Certified
Work EnvironmentTeam leadership, strategic planning, overseeing support teamsProviding technical support, troubleshooting, user assistance
Employer & Industry UsageIT departments across industries, corporate environmentsHelp desks, technical support centers, internal IT teams

The main difference is that an It Service Desk Manager oversees support teams and manages service delivery, while an It Support Specialist focuses on providing direct technical assistance to users. The manager handles strategic planning and team coordination, whereas the specialist handles day-to-day troubleshooting and user support.

What does an IT Service Desk Manager do?

An IT Service Desk Manager oversees the daily operations of an organization's IT service desk team. They are responsible for ensuring that user issues and requests are addressed promptly and effectively, managing support staff, implementing service improvements, and maintaining high levels of customer satisfaction. Additionally, they monitor performance metrics, develop support processes, and coordinate with other IT departments to resolve technical problems efficiently. Their goal is to ensure seamless IT support and contribute to overall business productivity.
What job categories do people searching It Service Desk Manager jobs in Bothell, WA look for? The top searched job categories for It Service Desk Manager jobs in Bothell, WA are:
What cities near Bothell, WA are hiring for It Service Desk Manager jobs? Cities near Bothell, WA with the most It Service Desk Manager job openings:
It Service Desk Manager jobs near you
Infographic showing various It Service Desk Manager job openings in Bothell, WA as of July 2026, with employment types broken down into 81% Full Time, 14% Part Time, and 5% Contract. Highlights an 90% In-person, 5% Hybrid, and 5% Remote job distribution, with an average salary of $105,661 per year, or $50.8 per hour.
Manager, IT Service Desk

Manager, IT Service Desk

Brooks Running

Seattle, WA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 15 days ago

Job description

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.

Your Responsibilities:
  • People Leadership
  • Directly manage a team of 8-10 Support Analysts, in-person and remote, and oversee an outsourced Tier 1 Service Desk partner to ensure services are delivered successfully.
  • Lead, mentor, and coach a team of Analysts. Promote career development and manage the performance of the team using Brooks HR processes.
  • Manage work assignments and timelines.
  • Hire and manage information technology personnel and/or contractors to design, develop, implement, and improve service desk services.
  • Service Desk Leadership 
  • Lead a team of technology professionals to provide global service desk services for the Brooks organization.
  • Champion a customer obsession mindset in your team and across the organization. 
  • Build relationships with all business partners to ensure Service Desk services meet the business needs.
  • Define and manage industry standard service desk processes within the team and across regions.
  • Champion a "shift left" model for other IT teams that can enable service desk to provide first call resolution to employees.
  • Ensure service desk services are delivered within defined SLAs.
  • Identify areas for continuous improvement and strive for ongoing excellence.
  • Drive innovation through automation and AI agents (e.g., self-service, triage, knowledge search, and workflow automation) to improve speed to resolution and reduce ticket volume.
  • Establish an incident prevention program by partnering with IT teams to identify recurring issues, drive root-cause remediation, and improve knowledge, monitoring, and standard changes.
  • Own and continuously improve the end-user support experience across channels (portal, chat, phone, walk-up) by measuring satisfaction, reducing friction, and standardizing a high-quality, human-centered support journey.
  • Apply product management practices to Service Desk capabilities (define outcomes, maintain a service improvement roadmap, prioritize investments, and incorporate user feedback) to deliver measurable improvements. 
  • Drive consistency and standardization across the global team and ensure standard operating procedures are documented and followed to deliver expected service.
  • Deliver technology onboarding and offboarding services to the organization for new hires and separations.
  • Manage vendors and the outsourced Tier 1 Service Desk to ensure successful partnerships, clear accountability, quality assurance, and SLA performance that meet business objectives.
  • Collaborate with security, infrastructure, operations, service management, and application teams to deliver service operations to improve the business of IT.
  • Apply industry best practices in service operations for the Brooks technology organization.
  • Build and maintain successful partnerships with IT teams and Brooks' business partners.
  • Make recommendations for the purchase of technology resources; review and negotiate contracts and ensure vendor performance. 
Your Qualifications:
  • Bachelor's degree in Information Systems, Computer Science, Engineering, or related field; equivalent combination of education and years of experience can be considered in lieu of degree(s)
  • 7+ years of experience in progressive, relevant information technology within the infrastructure engineering area of IT
  • 3+ years of experience managing a Service Desk team with industry best practice knowledge in service operations and support
  • Certified in ITILv4 and applicable knowledge of the IT Service Management activities critical to running a successful IT service desk function
  • Experience building out a service desk function leveraging industry best practices and standards to deliver a high performing service
  • Experience applying product management disciplines (customer insights, roadmap/prioritization, value measurement) to improve IT services and the end-user experience.
  • Passionate about customer service
  • Ability to create new processing and successfully communicating changes to the impacted organizations
  • Experience working in a global environment with colleagues from different cultures
  • Direct people management experience with experiencing coaching, mentoring and successfully growing staff
  • Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication
  • Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
  • Keen attention to detail in planning, organization, and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another
  • Ability to anticipate how a decision made can affect our customers, our partners, our products, or other departments' operations and/or morale; "connecting the dots"
  • Demonstration of innovation and initiative - always looking at improving our products and processes while also displaying a willingness to dive 

Compensation: The pay range for this position, based out of the Brooks Seattle HQ, is $117,244 - $175,918  per year. Base pay offered will vary depending on job-related knowledge, skills, and experience. 

Other:

Brooks is proud to offer a robust benefits package to our employees and their families!

Benefits - Including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.

Paid Time Off - Brooks offers generous time off, including five weeks of paid time off, eleven paid holidays, and paid sick and parental leave.

Bonus - In addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.

Perks - Including product discounts, employee recognition, fitness discounts, volunteer and donation benefits. 

Location - You will spend 4 days per week in our Seattle offices, as we believe our organization flourishes when connections, collaboration, creativity, problem-solving, and celebrations happen in person.


At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, creed, color, national origin, age, sex, gender, gender identity or expression, two-spirit identity, sexual orientation, genetic information, the presence of a physical, mental, or sensory disability, marital status, pregnancy (including childbirth and related conditions), caste, citizenship or immigration status, honorably discharged veteran or military status, actual or perceived victims of domestic violence, harassment, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained service animal by a person with a disability, or on any other basis protected by federal, state, or local law, or any other non-merit based factors.

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