Manager, Help Desk - FanDuel Sports Network : Job Details

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FanDuel Sports Network is seeking an experienced Manager, Help Desk to oversee daily operations and strategic support of the help desk team. Reporting to the Chief Information Security Officer (CISO), this leadership role involves managing support services, user account provisioning (IAM), and collaborating with IT and security teams to ensure service quality and compliance standards are met. The position is based at our corporate HQ in Southport, CT.

• Lead Tier 1 and Tier 2 support operations, ensuring SLA compliance.
• Supervise help desk staff and manage ticket workflows using ITSM tools.
• Act as the primary contact for IT tower leaders supporting end users across various services.
• Monitor Help Desk Agent performance and user satisfaction, developing corrective actions as needed.
• Develop and implement Identity Lifecycle Management (ILM) architecture, including account provisioning and deprovisioning.
• Manage and audit identities for human and non-human accounts.
• Conduct user entitlement audits to ensure access controls align with security policies.
• Enhance ServiceNow reporting for better visibility of help desk requests and closures.
• Create and promote Knowledge Base Articles to empower Level 1 Help Desk Agents.
• Perform other duties as assigned.

• Bachelor's degree in IT or related field, or equivalent experience.
• 3+ years in helpdesk or IT support, with at least 1 year in a leadership role.
• Experience with IAM tools such as AD, Entra ID, MFA.
• Familiarity with ITSM platforms and knowledge management systems.
• Strong communication, organizational, and troubleshooting skills.
• Deep understanding of IT infrastructure components and their interactions.

• Experience in a broadcast or media production environment.
• Microsoft 365 and Entra/AD administrative experience.
• ServiceNow ITSM experience.

• Healthcare benefits from day one.
• Wellness incentives, 401K with up to 4% match.
• Paid time off, holidays, disability benefits, employee discounts.

FanDuel Sports Network is an Equal Opportunity Employer committed to fair pay and diversity. We provide reasonable accommodations for qualified individuals with disabilities.