Manager, IT - North America
DraftKings

At DraftKings, we're inspired by our shared passion for developing creative solutions to complex challenges and empowering the people around us to do their best work. We are industry leaders in the digital entertainment and technology space and are propelled by constant curiosity and diverse perspectives.

We're growing rapidly and looking for a Manager, IT - North America to oversee all IT Desktop staff and day to day operations of the service they provide. You will coordinate staffing schedules to cover hours of operation, act as the escalation point, and be the customer advocate for complex technical problems. The crucial focus of this role is to ensure customer requirements are met in terms of communication, prioritization, escalation, resolution of incidents and requests in a timely manner.
What You'll Do as the Manager, IT - North America:

• Establish weekly and monthly goals to meet customer Service Level Agreement (SLA).
  
• Work with IT leadership to analyze team metrics and make process and team adjustments as needed.
  
• Write technical documentation to improve and expand upon the technical knowledgebase.
  
• Mentor and work closely with Service Desk Team members to develop talent and address issues when presented.
  
• Identify, recommend, develop, and implement end-user training programs and resources to improve performance and increase self-sufficiency.
  
• Develop end user facing knowledge base articles in support of a Self-Service portal.
  
• Evaluate & set end user hardware and software standards.
  
• Reduce the number of tickets serviced by the Service Desk by 30% through driving of self service, automation and prevention of incidents.
  
• Move the team towards a target of 85% or beyond for First Contact Resolution.
  
• Responsible for maintaining the on-Call rotation, procedure and ensuring the process works for after hours and weekend support.
  
• Lead daily Service Desk standup meeting to address escalations and priorities for the day.
  
• Facilitate root cause investigation and corrective action plans.
  
• Hold Service Desk Team accountable for meeting established KPI's.
  

What You'll Bring:

• Bachelor's degree in a related field (Computer Science, IT) or equivalent experience.
  
• 5+ years experience providing Desktop Support in an enterprise environment.
  
• 2+ years experience leading and/or managing desktop personnel.
  
• Deep knowledge of modern Windows & Mac client operating systems.
  
• Experience creating and reporting IT metrics and KPI's to leadership.
  
• Strong root cause analysis skills.
  
• Ability to effectively prioritize and execute tasks in a high-pressure, very fast paced environment.
  

#LI-CG1
Join Us!

Our teams are fueled by innovation. We are looking ahead, building what's next, and continuously reinventing the industry. We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston, with teams around the world and an expanding global presence.

We strive to create a place where all feel safe, empowered, engaged, championed, and inspired. DraftKings is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.
Ready to build what's next? Apply now.

As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

This job has expired.