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Tampa Bay Buccaneers · 15 hours ago

Help Desk Manager

United States

Full-time

Remote

Mid, Senior Level

$27/hr - $33/hr

Tampa Bay Buccaneers is a regional digital news media and publishing organization focused on delivering local journalism and digital experiences. They are seeking a Help Desk Manager to lead a remote-first help desk function, manage ITSM operations, and develop support staff while ensuring high-quality service delivery across various platforms.

Sports Leagues and Teams

Culture & Values

Responsibilities

Lead a remote-first help desk function delivering Tier 1 and Tier 2 support across Windows, macOS, mobile devices, and core SaaS applications

Own ITSM operations: manage ticket lifecycle, enforce SLAs, prioritize escalations, and drive timely incident resolution

Design and maintain onboarding/offboarding processes, asset tracking, and a scalable knowledge base to reduce repeat incidents

Partner with Security, Network, and Engineering teams to coordinate incident response, vendor escalations, and post-incident root-cause analysis

Define KPIs, produce operational dashboards and trend reports, and present continuous-improvement recommendations to senior leadership

Recruit, coach, and develop support staff; implement training programs, performance reviews, and career ladders to raise team capability

Qualification

ServiceNowZendeskJira Service ManagementMicrosoft 365Active DirectoryITIL FoundationMicrosoft IntuneSCCMStakeholder managementTeam management

Required

ServiceNow

Zendesk

Jira Service Management

Microsoft 365

Active Directory

ITIL Foundation

Proven track record managing distributed technical support teams and delivering measurable SLA improvements

Experience building knowledge bases, service catalogs, and reporting frameworks for non-technical end users

Excellent stakeholder management with the ability to communicate technical issues and resolution plans to leadership

Preferred

Microsoft Intune

SCCM

Benefits

Fully remote work model with flexible hours to support a distributed newsroom and engineering teams.

Focus on professional growth: training stipends, certification support, and defined technical career paths.

Collaborative, mission-driven culture that values timely service, operational excellence, and measurable impact.

Company

Tampa Bay Buccaneers

Tampa Bay Bucaneers are an NFL team located in Florida.

Founded in 1976

Tampa, Florida, USA

51-200 employees

http://www.buccaneers.com

Funding

Current Stage

Growth Stage

Leadership Team

Joe Fada

CFO

Recent News

EIN Presswire

THE BUCCANEERS OPUS: THE OFFICIAL BOOK CELEBRATING 50 SEASONS OF BUCCANEERS HISTORY

2025-12-19

PR Newswire

Ambetter Health & Tampa Bay Buccaneers Launch "Stay Healthy, Stay in the Game" PSA Urging Floridians to Prioritize Preventive Care Before Year-End

2025-12-17

Morningstar.com

/C O R R E C T I O N — Scholarship America/

2025-11-04

Company data provided by crunchbase