IT Service Desk Manager

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

Braze, Inc is seeking an IT Service Desk Manager to play a crucial role in managing the day-to-day operations of our EMEA IT service desk team. This role oversees the support of our remote employees as well as our offices throughout EMEA. This role’s primary responsibilities ensure service desk targets are met, and team processes are documented and accurate. You will improve upon current operational inefficiency by collecting data via KPIs and reporting on the current operational state to the team and leadership. You will be responsible for developing the team and scaling the team per business needs. You will oversee the incident response for any outages/emergency activities affecting the organization.

Responsibilities

Oversee the day-to-day operations of our service desk

Effectively manage, develop and mentor our high-performing global service desk team

Ensuring employee satisfaction with their requests

Oversee man