Director, Service Desk

Braze is seeking a Director of Service Desk to lead and drive the evolution of its Service Desk organization. The role involves strategic leadership, operational oversight, and fostering a culture of innovation and employee growth. This position requires a team leader with experience managing geographically distributed teams and operating in a global environment.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 10+ years of IT service delivery experience, with at least 5 years in a senior leadership role managing enterprise Service Desk or IT support operations
• Proven experience managing geographically distributed teams and 24x7 support environments
• Expertise in ITIL framework (v4 certification strongly preferred)
• Strategic thinking with operational execution capability
• Strong leadership and people-development skills
• Analytical and data-driven decision-making
• Resilient under pressure with strong problem-solving and conflict-resolution abilities
• Customer-focused mindset with a passion for service excellence

Benefits

• Competitive compensation
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience
• Opportunities to give back to your community
• Employee Resource Groups
• Collaborative, transparent, and fun culture