Manager, Support Technology

Summary:

As the manager of End User Computing, 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.

Key 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.

The salary range for this position is $112,000- $140,000, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

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