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Director, Technical Services - #16474

Fanatics, Inc. · 30+ days ago
$152k+
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Full-time
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Company Overview
Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores. 
 
As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.

The Director of Technical Services/Desktop support is responsible for operational success of internal IT Hardware, software and assets. The person will lead the Help Desk and Desktop support team that provides support to Fanatics Holdings end users and their use of technology. They will possess a deep understanding of end user computing environments, technical support methodologies, and audio-visual solutions. As the Director of Technical Services, they will play a vital role in ensuring the smooth operation, security, and optimization of our organization's end user technologies. This position is considered a key member of the IT Leadership team.

What you will be doing

  • Lead and manage a dedicated team of technical support professionals, providing guidance, mentorship, and performance evaluations.
  • Ensure resolution confirmation and closure of incidents and service requests.
  • Track and maintain resolutions of issues in the ticketing system.
  • Own and continuously optimize the on-boarding of new employees from the technological point of view. 
  • Review vendor or 3rd party software updates, driver, knowledge bases, and FAQ resources to stay up to date on known issues that may compromise systems security or stability. 
  • Build and maintain the SOPs for end points protection and vulnerability management.
  • Maintain strong adherence to SLA’s.
  • Build/Maintain knowledge and technical support documentation to reflect current technical information on products. 
  • Develop and execute a strategic roadmap for end point management and other tech services, aligning with industry best practices and business goals.
  • Implement and maintain robust end point management solutions, encompassing hardware, software, and security configurations.
  • Collaborate closely with cross-functional teams to ensure effective integration of end point and audio-visual systems with other IT infrastructure components.
  • Evaluate and recommend new technologies and tools to enhance end point security, performance, and user experience.
  • Manage and resolve complex technical support escalations, ensuring timely and effective resolution of end user issues.
  • Lead and participate in disaster recovery and business continuity planning efforts related to end points.
  • Monitor and analyze end point performance, security threats, and antivirus effectiveness, implementing necessary adjustments and improvements.
  • Develop and maintain documentation for end point management guidelines, and policies.
  • Stay updated on industry trends and emerging technologies related to end point management and audio-visual solutions.
  • Manage vendor relationships, negotiate contracts, and oversee third-party service providers as needed.
  • Provide expert leadership in diagnosing and resolving complex infrastructure-related incidents and challenges.
  • Educate business stakeholders about the best practices.
  • Effectively manage work with multiple stakeholders and manage competing priorities with internal clients.

What we're looking for

  • 12+ years of experience working in IT customer support, technical support, help desk or service desk experience. 
  • 10+ years of experience providing IT infrastructure, application, PC and Mac desktop support.
  • 5+ years of experience in leading IT Customer support/technical support team. 
  • Relevant certifications such as CompTIA A+, CompTIA Security+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent is required.
  • ITIL experience is required. ITIL certification is preferred.
  • Experience working with service management systems such as Service Now or JIRA is required.
  • Knowledge of network security practices and anti-virus programs is required.
  • Hands-on experience with Windows/Mac OS environment is required.
  • Automation experience is a big plus.
  • Experience with scripting (PowerShell, python, etc) is a big plus.
  • Must have exceptional customer relations skills and a commitment to excellent customer service.  
  • Solid understanding of industry best practices and KPI’s is required.
  • Exceptional problem-solving abilities, strategic thinking, and the capacity to lead and motivate a high-performing team.
  • Excellent project management skills, adept at prioritization and execution within a dynamic environment.
  • Experience working with multiple LOBs within the organization.
  • Experience with M&A/divestiture is a Big Plus.
  • Strong people management skills
  • Experienced communicating with executives and stakeholders
  • Passion for leading and implementing change.
  • Ability to work well in a fast-paced multicultural global work environment.
  • Must be able to manage time, work under pressure and deliver to tight deadlines.
  • Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects.
  • Bachelor’s degree in information technology, Computer Science, or a related field.
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address.  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.

Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.

NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.  We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA

Last updated on Aug 17, 2023

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About the company

FI
Fanatics, Inc.Fanatics is a leading online retailer of sports merchandise for leagues, teams, and individual athletes.

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