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.
Position SummaryThe 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.
Key Responsibilities- 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.
The hiring range for this position is below, plus benefits (401K, paid time off, dental, medical, vision, disability, life insurance options). To determine starting pay within the hiring range, we carefully consider a variety of factors, including primary work location, role/level, a candidate’s skills, experience, market demands, and internal parity. You may reach out to a recruiter for additional information.
GOAT Group represents the leading platforms for authentic sneakers, apparel and accessories. Operating four distinct brands–GOAT, Flight Club, Grailed and alias–GOAT Group has a global community of more than 60 million members across 170 countries.
GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become one of the leading and most trusted sneaker platforms in the world, and has expanded to offer apparel and accessories from select emerging, contemporary and iconic brands. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 60 million members across 170 countries.
Established in New York City over 15 years ago, Flight Club revolutionized sneaker retail as the original consignment store for rare shoes. Carrying the rarest exclusives and collectible sneakers, Flight Club has evolved from a one-stop sneaker destination, to a cultural hub for sneaker enthusiasts and novices alike. With three brick-and-mortar locations in New York City, Los Angeles and Miami, Flight Club remains the premier source for authentic, rare sneakers.
Founded in 2013, Grailed is the leading community-driven marketplace for rare luxury, streetwear and vintage fashion. The marketplace was built for enthusiasts, by enthusiasts, and features products from brands including Supreme, Raf Simons, Gucci, Saint Laurent, Balenciaga, Prada and more. With a highly curated selection of resale pieces including inventory exclusive to the platform, Grailed makes fashion accessible.
The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including Park West Asset Management, T. Rowe Price Associates, Inc., Franklin Templeton, Adage Capital Management, Ulysses Management, D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.
GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. By applying, you authorize GOAT Group to send you text messages regarding your job application, interview and/or onboarding process, and other job opportunities at GOAT Group. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants. If you are an EU or UK resident, please review our EU / UK Candidate & Employee Privacy Notice.
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GOAT Group Los Angeles, California, USA Office
Los Angeles, CA, United States, 90018
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