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IT Queue Process Coordinator

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.

Be the strategy behind the game.

We are searching for an IT Queue Process Coordinator to join the IT Desktop team. In this position, you will provide gold standard end user IT support and service delivery to the DraftKings community. Through knowledge of IT services and a drive to solve problems with technology, you will make a daily impact on the success of IT and the larger DraftKings community. You will work with supporting teams to suggest improvements and correct the re-assignment process when service tickets are wrongly assigned. Sound good to you? Join us. 

What you’ll do as a Senior Desktop Support Specialist, IT Queue Process:

  • Monitor IT queues within established guidelines.

  • Direct the incident management process by assigning tickets to the appropriate individual based on skill and availability and use the established processes to validate proper ticket severity.

  • Prioritize incidents based on urgency, team capabilities, and capacity.

  • Monitor existing support ticket status and condition and escalate to management if at risk of missing service level agreement (SLA) targets.

  • Initiate warm transfer of tickets and ensure the escalation process is being followed.

  • Identify ticketing trends and communicate to internal teams as necessary. In addition, communicate emerging issues to end-users and provide status updates via Slack.

  • Suggest advancements to workflows and service requests to improve automation, and reduce manual work.

  • Report and analysis of ticketing queues, including agent metrics by using dashboards and exporting data to Excel.

  • Follow up on closed tickets with end users for quality control.

 

What you’ll bring:   

  •  A Bachelor's Degree in a Computer Science related field or equivalent combination of knowledge and experience. 

  • At least 2 years of service desk experience in an enterprise environment.

  • International support and coordination experience is preferred.

  • Advanced knowledge of robust ticketing systems (ServiceNow and Freshservice is preferred).

  •  Well-organized and strong attention to detail, with the ability to work on multiple projects simultaneously, often under challenging time constraints. 

  • Knowledge of ITSM/ITIL principles.

  • Technical supervisory experience is preferred.   

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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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