IT Service Desk Engineer

Job Description

Job Description

Role Overview

The IT Service Desk Engineer position is responsible for planning, administering, and governing end-user technology operations across multiple business units and physical locations.

This role serves as a primary owner of IT operational programs, exercising judgement over software licensing strategy, SaaS access governance, and IT procurement decisions within established policy and assigned budget thresholds. This position partners with IT Leadership to define standards, influence policy, and optimize technology spend, while ensuring alignment with security, compliance, and business objectives.

In this role, you will:

• End-User & Infrastructure Support
• Provide advanced support for software, hardware, AV, identity management, networking, access requests, and device management.
• Oversee and coordinate resolution of complex technical issues, delegating execution to Level 1 support teams where appropriate
• Support warehouse, retail, and corporate technology systems, including environmental and network infrastructure.
• Assist with onboarding and offboarding employees across multiple locations.
• Provide technical support for special projects such as network installations, SaaS rollouts, and device management upgrades.
• Multi-Unit Operations
• Support technology operations across multiple sites, including corporate offices, warehouses, retail locations, and remote teams.
• Maintain awareness of location-specific technology needs, constraints, and timelines.
• Travel domestically and internationally as required to support projects and operational needs.
• Software Licensing & Procurement Authority
• Evaluate, recommend, and approve software and SaaS license requests in alignment with IT standards, security requirements, and budget guidelines.
• Determine appropriate license models, usage thresholds, renewal strategies, and access provisioning to ensure cost efficiency and compliance.
• Initiate and approve IT procurement requisitions for hardware, software, peripherals, and services within assigned approval limits.
• Partner with, Finance and Procurement to forecast licensing needs and lead vendor evaluations and make purchasing recommendations adopted by IT leadership
• Ensure all procurement and licensing decisions adhere to IT policy, security standards, and audit requirements.
• Documentation, Process & Reporting
• Develops, updates, and enforces IT operational policies related to end-user technology, access management, and SaaS usage.
• Create, maintain, and improve IT documentation for both technicians and end users.
• Defines standards for device lifecycle, access provisioning, and acceptable technology use.
• Take ownership of defined reporting and analytics to communicate trends, risks, and performance to stakeholders.
• Monitor and maintain IT inventory critical to day-to-day operations and ongoing projects.
• Leadership & Collaboration
• Provides functional leadership for end-user technology programs and serves as a subject matter authority by mentoring and training Level I technicians, including documentation and process development.
• Collaborate closely with HelpDesk, SysOPS, and ServiceDesk teams on cross-functional initiatives.
• Support the IT Leadership team on critical projects and recurring issues, influencing technical roadmaps and operational priorities
• Serve as a backup for Level I technicians during PTO, high-volume periods, or special projects.

We are looking for:

• Experience working in an enterprise IT environment.
• Experience supporting multiple locations or business units.
• Experience with FreshService or other ITSM ticketing systems (required).
• Experience with Okta or other identity providers (required).
• Demonstrated experience owning IT programs or operational domains
• Experience supporting executive-level employees.
• Experience with complex or custom AV solutions (preferred).
• Strong understanding of risk management, compliance, and cost optimization
• Strong understanding of SaaS licensing models and IT procurement processes (preferred).
• Ability to multitask, prioritize, and work independently or collaboratively.
• Ability to translate business objectives into technology standards
• Strong written and verbal communication skills.
• Proven commitment to exceptional customer service.
• High attention to detail and flexibility with shifting deadlines.
• Ability to lift heavy objects and support physical installations.
• Flexibility to work evenings, weekends, and outside normal business hours as needed.
• Occasional after-hours work may be required to support strategic initiatives or critical incidents
• Ability to travel domestically and internationally when required.

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.

Hiring Range:

$83,360—$104,200 USD

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.