Overview

As the Global Service Desk Manager at Fanatics Betting & Gaming (FBG), you will lead and scale a high-performing global IT Service Desk organization, delivering world-class technical support and an exceptional end-user experience. This role is responsible for the overall health, performance, and evolution of IT support operations—balancing people leadership, operational excellence, and modern service management practices.

You will oversee day-to-day Service Desk operations, mentor and develop team members, manage complex and high-impact incidents, and ensure SLAs and KPIs are consistently achieved. A key focus of this role is driving continuous improvement through automation, AI-enabled workflows, data-driven insights, and proactive service management to support a fast-growing, technology-driven business.

In partnership with Tier 2/3 teams—including Workplace IT, Networking, Engineering, Security—and business stakeholders, you will manage the full lifecycle of IT services such as onboarding/offboarding, incident and request management, asset lifecycle management, vendor coordination, and ITIL-aligned process maturity. You will be a people-first leader with strong technical depth and a passion for building scalable, intelligent support solutions in a highly collaborative environment.

Responsibilities

• Lead, mentor, and grow a team of Service Desk professionals through coaching, performance management, and career development, fostering a culture of accountability, learning, and customer empathy.
• Own the daily operations of global IT service delivery, ensuring incidents, service requests, and escalations are resolved efficiently, consistently, and with a strong customer focus.
• Establish, track, and continuously improve SLAs, KPIs, and service performance metrics using dashboards, analytics, and trend analysis.
• Act as an escalation point and incident leader for high-severity or business-critical issues, ensuring clear communication, rapid resolution, and thorough post-incident reviews.
• Design, document, and continuously refine Service Desk processes, playbooks, and runbooks aligned with ITIL, KCS, and industry best practices.
• Partner cross-functionally with Engineering, Security, Workplace IT, and other Tier 2/3 teams to align service management, onboarding/offboarding workflows, and infrastructure initiatives.
• Drive automation and AI initiatives to reduce manual effort, improve response and resolution times, enable self-service, and enhance overall service efficiency (e.g., workflow automation, AI-assisted ticket triage, virtual agents, and intelligent knowledge surfacing).
• Operationalize and mature the IT asset management lifecycle in collaboration with Workplace IT, ensuring real-time accuracy and visibility within Oomnitza.
• Champion knowledge management by ensuring timely creation, maintenance, and adoption of internal and end-user-facing documentation.
• Manage vendor relationships and support contracts related to end-user services, hardware, MDM platforms, and SaaS applications, including escalation management and service reviews.
• Support audit, compliance, and information security initiatives through policy enforcement, documentation, and process adherence.
• Participate in budgeting, forecasting, and procurement activities related to IT service tools, platforms, and automation capabilities.
• Provide on-call leadership and escalation support during critical outages or high-impact business events.
• Travel as needed to FBG offices and events to support team development, planning sessions, and onsite initiatives.

Qualifications

• 10 years of experience in IT operations or service delivery, including 5 years in a people management or team lead role.
• Strong technical foundation in end-user computing, enterprise IT systems, and modern ITSM platforms.
• Proven experience leading Service Desk teams in high-growth, high-velocity environments.
• Hands-on expertise with tools such as Jira, Confluence, Google Workspace, Okta, Slack, Oomnitza, and MDM platforms (e.g., Jamf, Workspace ONE).
  • The selected candidate is expected to obtain Jira certifications within the first 12 months of employment (employer funded).
• High proficiency in designing and implementing automation and/or AI-driven service management solutions, including workflow automation, self-service enablement, and data-driven service optimization.
• HDI Support Center Manager or HDI Team Lead certification strongly preferred.
• Working knowledge of ITIL v4, KCS, and service management frameworks.
• Demonstrated success managing KPIs and SLAs and driving measurable service improvements through analytics and continuous improvement initiatives.
• Strong leadership, communication, and interpersonal skills with the ability to influence and collaborate across technical and non-technical teams.
• Exceptional written and verbal communication skills, particularly during incident, outage, and change communications.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a dynamic environment.
• Experience managing vendor relationships, contracts, and escalations.
• Comfortable operating with ambiguity and building scalable, forward-thinking solutions in a fast-paced, startup-like culture.

If you don’t meet every qualification but bring a unique leadership perspective, strong problem-solving skills, and a passion for modern IT service delivery, we encourage you to apply.

Ready to build the future of sports betting? If you possess some of these skills but not all of them, we still encourage you to apply!

The expected salary range for this role is based on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award. Salary Range: $109,000 - $144,000 per year (actual salary will be determined in part by a successful candidate’s geographic location). In addition to base salary, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off, and other benefits like GymPass, Pet Insurance, Family Care Benefits, and more. We’ll also give you $700 to set up your home office!

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.