Job Specifications
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.
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.
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