Director, Service Desk
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.
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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.
WHAT YOU’LL DO
The IT Service Desk Director provides strategic leadership and operational oversight of the Service Desk organization, ensuring delivery of world-class technical support to employees and end-users. You will manage a global service desk team with service desk managers reporting into this role. This role is accountable for setting service standards, driving continuous improvement, and leveraging technology to enhance service quality, reduce incident resolution time, and elevate the user experience. This is a hybrid role, and is expected to be in the office twice a week.
Key focus areas:
- Strategic Leadership:
- Define the long-term vision and roadmap for the IT Service Desk in alignment with enterprise IT strategy and business goals
- Develop and implement policies, standards, and best practices for incident, request, change, and knowledge management.
- Partner with IT leadership to shape the organization’s service delivery model (in-house, outsourced, or hybrid)
- Operational Management:
- Oversee daily operations of the global IT Service Desk, ensuring SLAs, KPIs, and compliance targets are consistently met
- Lead incident and problem escalation management, ensuring prompt communication and resolution of critical issues
- Establish and manage the Service Desk budget, including staffing, tools, and vendor contracts
- Monitor and improve first-call resolution rates, average resolution times, and user satisfaction scores
- Team Development:
- Build, lead, and mentor a high-performing team of managers, team leads, and service desk analysts
- Drive a culture of accountability, collaboration, and continuous improvement
- Define clear career paths and training programs for technical and leadership growth
- Technology & Innovation:
- Evaluate, implement, and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management) and AI-driven self-service solutions
- Identify opportunities to automate workflows, improve knowledge base content, and enhance self-service adoption
- Leverage analytics and reporting to identify trends, predict incidents, and proactively address root causes
- Stakeholder Engagement:
- Act as the primary liaison between IT Service Desk and business units, ensuring service levels meet evolving needs
- Provide regular performance reports and insights to executive leadership
- Champion customer-centric service delivery across the IT organization
WHO YOU ARE
- Bachelor’s degree in Information Technology, Computer Science, or related field; Master’s degree preferred
- 10+ years of IT service delivery experience, including 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
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $175,000 and $200,000/year with an expected On Target Earnings (OTE) between $200,000 and $225,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.
#LI-Hybrid
WHAT WE OFFER
Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.
From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as:
- Competitive compensation that may include equity
- 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, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®
ABOUT BRAZE
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.
The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025.
Braze was also named a 2025 Best Companies To Work For by U.S. News & World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.
At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.
Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion