Enterprise Technology Support Manager

ABOUT FANDUEL

FanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: America’s #1 Sportsbook, FanDuel Sportsbook; its leading iGaming platform, FanDuel Casino; the industry’s unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing; and its daily fantasy sports product.  

In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states, Canada, and Puerto Rico.

The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia.

FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

THE POSITION
Our roster has an opening with your name on it

The IT Manager will provide project and operational activities within the corporate offices. This role is responsible and accountable for all aspects of the workplace services support across assigned geographical locations.

In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

THE GAME PLAN
Everyone on our team has a part to play

• Manage, maintain, and develop all operational workplace technologies, including our state of the art Audio Visual equipment.
• Manage IT projects and operations across global workplaces in collaboration with peers.
• Manage vendor and contractor relations.
• Maintain security and compliance across global offices.
• Build relationships with business partners to ensure end user services and productivity goals are understood and exceeded.
• Reduce the IT on-premise assets foot print significantly to utilize cloud services.
• Oversee the deployment, management, and tracking of all end user and AV equipment.
• Develop, manage, measure and report on key service-level metrics, KPIs, including, user sentiment, average response time, mean time to repair, incident avoidance, and individual metrics for the team.
• Advance the disciplined use of the knowledgebase to share information among all levels of IT service and support.
• Help develop and leverage service desk best practices, and problem management to drive continual process improvement culture.
• Promote self-service tools, the request catalog, and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
• Stay abreast of trends in end users support, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.
• Ensure Risk Mitigation plans are built for distributed technology environments.
• Support large events and ensure availability of services and streaming during events.
• Continually work to eliminate incidents and automate request provisioning.
• Exercises staff oversight to ensure new operations plans, policies, procedures, and transition/migration plans are consistent with the overall company goals and objectives.
• Additional responsibilities as assigned or requested.
• Provide support and be available on big race & sporting event days.
• Ensure executive support is provided on an as needed basis.

THE STATS
What we're looking for in our next teammate

• 5 years experience in a user or customer facing role. 5 years experience in a tech support role. 5 year experience in a people management role. BA preferred. ITIL certification required.
• Excellent interpersonal skills with executive staff under high pressure situations.
• Strong knowledge of enterprise applications, tools and operating systems.
• Strong knowledge of AV systems and support requirements. Steaming and broadcasting knowledge is a plus.
• Strong technical knowledge in providing 24/7 support.
• Experience in streamlining user device support functions.
• Working knowledge of IT and engineering technologies and operations.
• Strong analysis capabilities and skills in structured problem solving.
• Strong program and service delivery skills.
• Deep sense of urgency a