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Desktop Support Manager

JOIN A GROUNDBREAKING TEAM:

As Desktop Support Manager you will be responsible for managing a team of people across the US. This position is integral to the success of our Desktop Support team and handling all end-user computing needs.  This position will report up into the Senior Manager, Corporate Operations and work closely with the Desktop Support Manager in EMEA. 
 

WHAT YOU’LL DO AS A DESKTOP SUPPORT MANAGER:

  • Track, manage and triage all incidents and service requests in coordination with support team leads 

  • Provide leadership for incidents involving outages including management of communication with internal customers, internal IT members and external IT business partners

  • Perform Active Directory, Email, SaaS application, and O365 administration

  • Build escalation procedures to ensure issues escalated to the appropriate subject matter expert on the IT Team or our managed IT service providers

  • Help to develop and document standardized, repeatable internal IT processes to increase overall quality of IT services and support

  • Lead team execution of IT documentation, procedures and policies for both internal and external documentation goals

  • Track and report on metrics of IT service desk performance on a daily, weekly and monthly basis using dynamic reporting/dashboard tools

  • Create, implement, and monitor staffing development plans for each team member in coordination with departmental knowledge goals/gaps

  • Assist in the project portfolio management for Desktop team projects, while leading project management for assigned key efforts
     

WHAT YOU’LL BRING:

  • 5+ years of related technical and managerial experience in an IT support environment supporting end-user technologies and end-user enterprise systems

  • Degree in a computer science field preferred but not required.  Degree in Management a plus

  • A mix of experience and certification(s) in ITIL framework, Windows, Mac, networking, security, Windows server (specifically Active Directory management) and Office 365

  • Knowledge and experience in basic management theory and employee development

  • Experience with reporting and dashboarding tools such as Tableau, PowerBi, and/or advanced excel to organize and display key support metrics

  • Experience implementing an end-user ticketing/support platform a plus

  • After-hours support may be required

  • May require work at company events and functions which may be off-site

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Who are we a good fit for? 

We love working with talented people but more than that, we seek out compassionate co-workers with a collaborative spirit. Our work moves quickly and we’re great at coming together to find creative solutions to some of tech’s most interesting problems. If that sounds good to you, join us. 

We are 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 propelled by constant curiosity and diverse perspectives.

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.

Join Us!

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.

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