Help Desk Director

3 weeks ago


New York, New York, United States Fanatics, Inc. Full time
Key Responsibilities
This role requires strong leadership and technical skills, including:
1. Leading and managing a team of help desk technicians, providing guidance, support, and ongoing training.
2. Providing technical support to end-users, troubleshooting hardware, software, and network issues, and resolving escalated tickets.
3. Overseeing the help desk ticketing system, ensuring tickets are assigned, prioritized, and resolved according to SLAs.
4. Continuously evaluating help desk processes and procedures to identify areas for improvement, implementing best practices, automation tools, and workflow optimizations to enhance efficiency and service quality.

About Us
Fanatics, Inc. is building a leading global digital sports platform that ignites the passions of global sports fans and maximizes the presence and reach for our hundreds of sports partners globally. Our mission is to deliver an exceptional user experience, drive business growth, and foster a culture of innovation and excellence.
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