Manager, IT Service Desk

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This range is provided by Brother USA. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.

Base pay range

$90,000.00 / yr - $111,000.00 / yr

The Company At a Glance

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more.

Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brothers Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Why Work at Brother?

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Manager, IT Service Desk manages the Unified Communications services, IT Help Desk operations, and delivers support to Brothers end users. This position schedules and manages the activities of the Help Desk team to provide daily coverage including the monitoring of the Help Desk ticketing system, answering telephone calls, and assisting users with requests. This position assigns tickets to direct reports and IT system administrators. Additionally, this position creates monthly management reports to summarize Help Desk activities and tickets opened and closed.

What Youll Do

Customer Support Operations Management

• Manage staff members who are responsible for answering Help Desk requests and measure against our SLAs
• Monitor the Help Desk system for open and unassigned requests
• Assign requests to the appropriate technicians
• Follow up on the closing of completed requests
• Ensure that the Help Desk phone line is answered (24x7x365)
• Produce monthly management reports to summarize number of requests taken and completed, categories of requests, and average time to complete requests

Unified Communications Systems Support

People Management

Corporate Compliance Support

About Our Ideal Candidate

Education

Experience

Software / Technical Skills

Other Skills, Knowledge, & Abilities

Additional Details For This Role

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers.

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your familys needs, including health, vision, and dental insuranceall effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page :

Our Mission, Vision, & Culture

Our mission is to live our at your side promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit :

About Where We Work

Brothers corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always at your side for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links :

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

Computers and Electronics Manufacturing

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