ABOUT FANDUEL GROUP
FanDuel Group is a collection of brands operating at the intersection of sports, gaming, tech, and entertainment.
Our mission is to give sports fans the chance to win every day and create experiences they can’t wait to share with their friends.
We’re not just a company, we’re a collective.
And we’re not just coworkers, we’re a community.
We’re an all-hands-on-deck crew of dreamers, doers, thinkers, makers, builders, breakers, and rebuilders.
We value teamwork above all else, and we believe that diversity and inclusiveness are at the core of any good team.
Like any good sports team, we’ve got passion.
Passion for building a product our customers will love, passion for being the best in our field, and passion for our own people.
With a company that’s as committed to its people as it is to its customers, FanDuel Group is a great place to develop yourself and your career
THE POSITION
Our roster has an opening with your name on it
The Enterprise IT Support Director provides analysis and strategy for FanDuel’s Service Desk team and is responsible for driving support activities for FanDuel’s employee base. They will lead a distributed team of service desk technicians around the world responsible for end user computing, service desk, executive support, ITSM/ITIL process and functions.
This individual drives the development of Service Desk roadmaps, strategy and manages the process and execution of enterprise service analysis.
The position is directly responsible for facilitating the team in attaining key performance indicators and business goals of the Service Desk area.
The Director of Support will work with IT and business process leaders to define and implement the support platform and business strategies.
THE GAME PLAN
Everyone on our team has a part to play
As the Enterprise IT Support Director, you will:
- Lead and mentor managers and team members; provides direction through development plans and performance evaluations, monitors workload, project workloads and responsibilities in support of the vision, goals, and standards of behavior.
- Develops training plans for the growth and advancement of the Service Desk and Analysts
- Performs bar raising exercises with applicable business leaders to identify potential customer service enhancements.
- Develops processes and standards, adhering to industry best practices and promotes and ensures compliance with those processes and standards for Service Desk.
- Provides direction for these processes for all activities including implementations, upgrades, and maintenance.
- Responsible for ensuring integrity, reasonable response times, and availability of IT Service Desk.
- Accountable for adherence to Service Desk Service Level Agreements including escalating and steering resolution of SLA compliance issues.
- Serves as a key decision maker for complex issues in areas of responsibility.
- In collaboration with other IT leaders, reviews survey feedback, evaluates SLA data, and drives deep ticket analysis to identify and implement improvement opportunities to include a focus on accurate first-time ticket assignment, decreasing ticket reopen rates, increasing efficiencies in ticket management, and reducing ticket closure time.
- Strengthens Service Desk ticketing system knowledge base and tiered support model including developing strategies to enhance first call closure rate and the IT customer service experience, while ensuring alignment with business processes, tactical planning, and strategic vision.
- Analyzes data and key performance indicators to develop and publish Service Desk performance metrics to include organization-wide dashboard reporting.
Also, performs trend reporting and identifies opportunities for continual customer experience enhancements.
- Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.
- Perform other duties as assigned.
THE STATS
What we’re looking for in our next teammate
- Dedicated commitment to technical excellence and quality partner care.
- You work autonomously actively driving solutions, projects, and identifying areas for improvement in the platform.
- A high degree of focus on quality to build resilient, scalable, and maintainable systems.
- You make decisions based on data and exercise judgment to balance risks and rewards.
- Lead partnerships with internal teams and external business partners.
- A clear focus on staying up to date with emerging technologies through continued learning, active engagement and professional development.
- Demonstrate thought leadership and customer engagement skills.
- Collects and researches data; Use logical intuition and experience to complement data; Design and improve workflows, processes and procedures.
- Identifies and resolves problems in an efficient manner; Collect and analyze information skillfully; Develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
VALUED QUALIFICATIONS:
- Experience in a senior leadership role providing IT support to a large global organization.
- Bachelor’s Degree or relevant work experience to include progressively responsible leadership roles
- Experience driving organizational change through facilitation and consensus-building
- Experience implementing cross-functional process improvements with aptitude for business or process design
- Excellent verbal, written, presentation communication skills
- Experience in a senior leadership role supporting a large (3000 user +) organization.
- Proven ability to communicate and collaborate effectively with people at all organizational levels as well as partner clients
- Demonstrated success in staff management, hiring, mentoring, coaching, performance management, professional development, and workflow design
- ITIL v3 or v4 Foundations certification desired
- ITIL intermediate (or higher) certifications strongly preferred
- Proven experience in working in, and basic management of, diverse and geographically dispersed teams
- Excellent judgment, tact, and decision-making ability
- Coordination skills: managing complex IT technical investigations
THE CONTRACT
We treat our team right
Competitive compensation is just the beginning.
As part of our team, you can expect:
- An exciting and fun environment committed to driving real growth
- Opportunities to build really cool products that fans love
- Mentorship and professional development resources to help you refine your game
- Flexible vacation allowance to let you refuel
- Hall of Fame benefit programs and platforms
FanDuel Group is an equal opportunities employer.
Diversity and inclusion in FanDuel means that we respect and value everyone as individuals.
We don’t tolerate bias, judgement or harassment.
Our focus is on developing employees so that they reach their full potential.