Senior Manager, IT Services

We’re a global marketplace for sneakers, apparel, and collectibles that connects millions of buyers and sellers around the world. Our platform blends technology, culture, and community to deliver a trusted and seamless experience across every interaction. As we continue to scale globally, our technology infrastructure and support systems play a critical role in ensuring reliability, performance, and service excellence.

The Senior Manager, IT Services (ITSM) is responsible for leading the global IT Service Management and Service Desk function, ensuring consistent, high-quality delivery of IT services across corporate offices, warehouses, and retail locations worldwide. This role oversees day-to-day IT operations, manages a distributed team of technicians across multiple regions, and drives continuous improvement of IT processes, tooling, and end-user experience through best-in-class ITSM practices.

This role acts as both a strategic leader and operational owner, balancing hands-on service excellence with long-term scalability, automation, and governance. The ideal candidate has strong people leadership skills, deep experience with ITIL frameworks, and a proven ability to operate in a fast-paced, global technology environment.

• Service Delivery & Operations
• Oversee the global IT service desk, endpoint management, and onsite support operations.
• Ensure timely resolution of incidents, requests, and problems in alignment with SLAs and KPIs.
• Own escalation management for complex business-critical issues, providing leadership during incidents and ensuring clear communication to stakeholders.
• Monitor and report on service performance, identifying trends and improvement opportunities.
  
• Leadership & Team Management
• Manage and mentor a team of IT technicians across multiple locations and time zones.
• Foster a culture of accountability, collaboration, and customer-centric service delivery.
• Support workforce planning, hiring, onboarding, and vendor / MSP relationships to ensure appropriate coverage and scalability.
• Define and monitor team goals, performance metrics, and professional development plans.
  
• Process & Governance
• Lead the implementation, maturity, and continuous improvement of ITIL-aligned processes, including Incident, Problem, Change, Request, Asset, and Configuration Management.
• Maintain the IT service catalog and ensure consistent service documentation and knowledge management.
• Partner with Security, Infrastructure, and Applications teams to ensure operational readiness and compliance with company standards.
  
• Technology & Tools
• Administer, optimize, and evolve ITSM and service desk platforms such as Freshservice (or equivalent), ensuring effective incident, request, asset, and knowledge management.
• Drive adoption of automation, integrations, and analytics to improve service efficiency, reduce manual effort, and enhance user experience.
• Collaborate with IT leadership to evaluate, plan, and implement new tools or enhancements that support global operations.
  
• Stakeholder Management
• Serve as a liaison between IT and business units to ensure clear communication and alignment on priorities.
• Provide regular reporting and insights to IT leadership on service health and improvement initiatives.
• Support major initiatives such as location openings, expansions, and global process rollouts.

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT service management, including 2+ years leading a distributed support team.
• Strong understanding of ITIL frameworks; ITIL certification preferred.
• Experience with enterprise ITSM platforms (Freshworks, ServiceNow, Jira Service Management, or similar); Freshworks experience preferred.
• Excellent problem-solving, communication, and stakeholder management skills.
• Demonstrated ability to work effectively in a fast-paced, global organization with evolving needs.
• Passion for delivering exceptional user experience through operational excellence.

• Experience in e-commerce, retail, or marketplace technology environments.
• Familiarity with SaaS tools, cloud environments (Google Workspace, Okta, etc.), and device management platforms (Jamf, etc).
• Strong analytical and project management capabilities.

You’ll be part of a global team that bridges culture and technology.  Where innovation, collaboration, and passion for community drives everything we do. We’re evolving constantly and your leadership will help shape how IT empowers the entire organization to succeed.