IT Service Desk Engineer at GOAT Group

At GOAT Group, we serve a global community of more than 60 million members across 170 countries, providing a trusted platform for authentic sneakers, apparel, and accessories. Our family of brands, including GOAT, Flight Club, Grailed, and alias, connects enthusiasts with the products they love. We are looking for a dedicated professional to help us maintain the high standards of our internal technology operations as we continue to grow and innovate in the fashion and retail space.

About the Role

We are seeking a Senior IT Service Desk Engineer to join our team in a full-time capacity. This is an on-site position where you will take ownership of our end-user technology programs. You will be responsible for governing our software licensing strategies, managing SaaS access, and making critical IT procurement decisions. This role is perfect for someone who enjoys partnering with leadership to define standards and optimize technology spend while ensuring our infrastructure remains secure and compliant.

Key Responsibilities

• Provide advanced technical support for hardware, software, identity management, and networking systems across our corporate, warehouse, and retail locations.
• Manage our software and SaaS licensing lifecycle, including evaluating requests, ensuring budget compliance, and leading vendor procurement processes.
• Act as a functional leader by mentoring Level 1 technicians, developing operational documentation, and driving improvements in our IT processes and reporting.

Requirements

To be successful in this role, you should have a strong background in enterprise IT environments and a commitment to excellent customer service. We require the following qualifications:

• Extensive experience in a senior IT support role, specifically supporting multiple business units or locations.
• Proficiency with Freshservice or similar ITSM ticketing platforms.
• Hands-on experience with Identity Management providers like Okta.
• A solid understanding of SaaS licensing models, procurement workflows, and risk management principles.
• The ability to travel domestically and internationally as needed to support our various sites.
• Physical capability to assist with hardware installations and a flexible schedule to handle occasional after-hours support for critical projects.

Location

This position is based in the United States.

Compensation and Benefits

The hiring range for this role is $81,000 to $101,000 USD. In addition to salary, we offer a comprehensive benefits package to support your well-being, including:

• Medical, dental, and vision insurance.
• Disability and life insurance.
• 401k retirement plan.
• Paid time off.