We have been in business for over 110 years and we are proud to be a subsidiary of Berkshire Hathaway. Ben Bridge Jeweler has thirty-six stores, across the United States. We are committed to serving our customers with a quality experience and jewelry that will be treasured for generations. Jewelry is more than just an adornment. It is a means of expression, love, personality, and history. Its meaning only grows with time. We don’t sell to a customer just once; we want to be their jeweler for life!

We are seeking a highly experienced Senior Service Desk Manager to lead and evolve our global service desk operations. This role is pivotal in delivering world-class IT support across a multi-store retail environment. The ideal candidate will bring hands-on experience in managing both onshore teams and offshore managed services, with a strong foundation in ITIL practices, ITSM, and Jira Service Management.

Key Responsibilities:

• Lead and manage a team of onshore Service Desk Analysts, providing coaching, performance management, and strategic direction.
• Oversee and govern offshore managed service providers to ensure service levels, quality, and efficiency are consistently met.
• Serve as the escalation point for critical service issues, ensuring timely resolution and clear communication across stakeholders.
• Collaborate closely with retail operations and other business units to understand support needs and align IT services accordingly.
• Own and optimize the IT Service Management tool (Jira Service Management), including workflows, SLAs, reporting, and automation.
• Drive continuous improvement initiatives to enhance service delivery, customer satisfaction, and team productivity.
• Develop, track, and report on service desk KPIs and metrics, identifying trends and areas for improvement.
• Ensure compliance with ITIL processes (Incident, Problem, Change, and Knowledge Management).
• Contribute to the design and maintenance of knowledge base articles, service catalog items, and end-user training.
• Participate in budget planning and vendor management related to service desk operations.
• Maintain a strong focus on end-user experience and customer service excellence.

Required Skills & Experience:

• 5+ years of experience in IT Service Desk Management, with at least 2+ years leading both onshore and offshore teams.
• Proven experience in a multi-store retail environment or similarly complex operational structure.
• Strong working knowledge of Jira Service Management (JSM) — including configuration and administration.
• Expertise in ITIL and ITSM frameworks; ITIL certification (v3 or v4) preferred.
• Excellent understanding of SLA management, service reporting, and continuous improvement methodologies.
• Experience working with outsourced/managed service providers and establishing clear governance and accountability.
• Strong leadership, interpersonal, and stakeholder management skills.
• Ability to thrive in a fast-paced, high-demand environment and juggle multiple priorities.
• Comfortable with data analysis and reporting (Excel, Power BI, or similar tools).

Desirable Qualifications:

• ITIL Intermediate or Expert certification
• Retail industry experience with POS, in-store tech, and mobile device support
• Experience with Confluence, asset management tools, or endpoint management solutions

What We Offer:

• A dynamic work environment with exciting retail technology initiatives
• Opportunity to shape and lead the evolution of IT support services
• Collaborative culture and room for personal and professional growth
• Competitive salary and benefits

Working Standards:

• On-site position - in office 5 days a week.
• Occasional travel may be required.

Range: $122, 000 - $143, 000 per year

Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations will depend on various factors, including, but not limited to experience levels, knowledge, skills, and abilities.

This position offers benefits that include employee merchandise discounts, paid training, Employee Assistance Program and paid time off, such as: vacation, sick, holidays, bereavement and jury duty. Our benefits program includes: medical, dental and vision insurance, flexible savings accounts, company paid life insurance, STD and LTD as well as voluntary programs such as pet insurance and supplemental life insurance. Additionally, Ben Bridge Jeweler offers a 401(k) plan with a company match. We offer reduced ORCA rate pass.

Ben Bridge Jeweler is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by applicable law.