IT Operations Manager - New York, United States - Fanatics

Description

Job Description

As the IT Operations Manager, you will lead and oversee the daily operations of our service desk and on-site team while actively providing technical support to end-users. This role requires a strong blend of leadership, technical expertise, attention to detail and hands-on problem-solving skills. You will create process and procedure to standardize, measure and improve our overall service delivery. This position offers an exciting opportunity to lead by example, mentor team members, and contribute to the smooth operation of our IT support services. At Fanatics Collectibles, we believe everyone is a collector and our goal is to build a strong, cohesive support team that delivers on the Fanatics' mission of the total fan experience.

Responsibilities:

• Team Leadership: Lead, mentor, and coach a team of help desk technicians, providing guidance, support, and ongoing training to ensure high performance and professional growth.
• Technical Support: Roll up your sleeves and actively engage in providing technical support to end-users, troubleshooting hardware, software, and network issues, and resolving escalated tickets in a timely manner.
• Ticket Management: Oversee the help desk ticketing system, ensuring tickets are assigned, prioritized, and resolved according to service level agreements (SLAs). Monitor ticket queues, escalate unresolved issues, and track resolution times to meet performance metrics.
• Process Improvement: Continuously evaluate help desk processes and procedures to identify areas for improvement. Implement best practices, automation tools, and workflow optimizations to enhance efficiency and service quality.
• Customer Satisfaction: Maintain a customer-centric approach to service delivery, ensuring positive interactions with end-users and stakeholders. Gather feedback, address concerns, and implement solutions to enhance the overall user experience.
• Documentation and Knowledge Management: Develop and maintain a knowledge base of common issues, solutions, and troubleshooting techniques. Ensure documentation is up-to-date, accessible to team members, and used to facilitate efficient problem resolution.
• Vendor Management: Coordinate with external vendors and service providers to resolve technical issues, procure hardware/software, and escalate complex problems as needed. Manage vendor relationships, contracts, and service agreements to ensure compliance and value for the organization.

Qualifications:

• Bachelor's degree in information technology, computer science, or related field (preferred).
• Proven experience (10 years) in a hands-on help desk management role, with demonstrated leadership and technical support skills.
• Proficiency in troubleshooting hardware, software, and network issues across various platforms (Windows, macOS, Linux).
• Experience with help desk ticketing systems (e.g., Jira Service Management) and remote support tools.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with diverse end-users and stakeholders.
• Strong organizational skills, attention to detail, and the ability to prioritize tasks in a fast-paced environment.
• Leadership qualities such as integrity, accountability, empathy, and a collaborative mindset.
• High curiosity - proactively seeking to learn more and 'connect the dots' for better solutions.
• Clear and optimistic vision for what can be. Proven ability to execute with urgency and pragmatism in the current environment.

About Us

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.

About the Team

Fanatics Collectibles is a leading licensor, producer, designer, and seller of physical and digital trading cards, sports memorabilia, and other digital assets for entertainment and sports properties globally, as well as a manufacturer of physical and digital trading cards. It has secured exclusive licensing arrangements with major national professional sports leagues, including the MLB, NFL and the NBA, and related players associations, to produce physical and digital trading cards and other collectibles.

Fanatics Collectibles also has partnerships with a number of individual international sports teams and leagues, as well as owners of other entertainment properties granting similar exclusive rights. Fanatics Collectibles recently announced Fanatics Live, expected to launch later in 2023, which will focus on transforming the digital shopping experience through personality-driven content and entertainment.