Fanatics · 21 hours ago
Global IT Service Desk Manager
United States
Full-time
Onsite
Senior Level, Lead/Staff
$109K/yr - $144K/yr
10+ years expFanatics is building a leading global digital sports platform, and they are seeking a Global IT Service Desk Manager to lead and scale their high-performing global IT Service Desk organization. This role is responsible for overseeing IT support operations, mentoring team members, managing incidents, and driving continuous improvement through automation and data-driven insights.
eSportsManufacturingRetailSporting GoodsSports
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
Qualification
Required
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)
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
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
Preferred
HDI Support Center Manager or HDI Team Lead certification strongly preferred
Working knowledge of ITIL v4, KCS, and service management frameworks
The selected candidate is expected to obtain Jira certifications within the first 12 months of employment (employer funded)
Benefits
Medical
Dental
Vision
401K
Paid time off
GymPass
Pet Insurance
Family Care Benefits
$700 to set up your home office
Company
Fanatics
Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
10001+ employees
H1B Sponsorship
Fanatics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
Rochester Business Journal
2025-12-24
2025-12-24
Company data provided by crunchbase