Enterprise Technology Desktop Support Lead Engineer - Executive Support

ABOUT FANDUEL

FanDuel Group is the premier mobile gaming company in the United States. FanDuel Group consists of a portfolio of leading brands across mobile wagering including, America’s #1 Sportsbook FanDuel Sportsbook, its leading iGaming platform FanDuel Casino, the industry’s unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing and its daily fantasy sports product.

In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states and Puerto Rico with approximately 17 million customers and 31 retail locations.

The company is based in New York with offices in Los Angeles, Atlanta and Jersey City, as well as in Canada, Scotland, Ireland, Portugal, Romania and Australia.

FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

THE ROSTER
At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.

THE POSITION
Our roster has an opening with your name on it

The Lead Desktop Support Engineer is responsible for delivering high-level technical services, ensuring seamless IT operations, and providing white-glove support to VIPs, Executives, and Board Members. This role requires exceptional professionalism, executive-level communication skills, and a proactive, service-oriented approach to maintaining and enhancing the productivity of the organization’s leadership team. In addition, the Enterprise Technology Support Lead Engineer will the primary individual responsible for company desktops, laptops, mobile devices, and application support at their primary office location.

THE GAME PLAN
Everyone on our team has a part to play

• Executive & VIP Support: Provide priority, high-touch IT support for C-Level executives, board members, and high-profile users, ensuring a seamless and professional technology experience with minimal disruption.
• Technical Leadership: Act as a trusted technical advisor for executives, offering strategic guidance on IT solutions while delivering hands-on support.
• IT Operations Management: Own and manage all IT operations in the primary office, including core cloud servers, services, and workstation environments.
• Project Leadership: Lead and manage high-visibility IT projects, including office infrastructure improvements and new technology implementations.
• AV & Event Support: Oversee and manage AV systems for executive meetings, boardroom sessions, and company-wide webinars, ensuring flawless execution.
• End-to-End User Lifecycle Management: Oversee onboarding/offboarding processes, including provisioning, workstation setup, and identity access management.
• Technology Implementation: Research, evaluate, and introduce cutting-edge technologies to enhance business operations and executive productivity.
• Process Optimization: Develop, implement, and manage IT processes and service standards to improve reliability and efficiency.
• Procurement & Asset Management: Manage hardware procurement, inventory tracking, and asset management to ensure optimal resource utilization.
• Incident & Problem Management: Own and manage IT ticketing systems, ensuring executive issues are prioritized and resolved with urgency and precision.
• Cross-Functional Collaboration: Interface with internal IT teams, vendors, and external partners to ensure seamless technology operations and support.
• Mentorship & Team Oversight: Provide technical mentorship and leadership to junior and senior IT support staff, fostering knowledge-sharing and professional development.
• 24/7 Support Coordination: Participate in an on-call rotation to ensure critical IT support availability, particularly for executive needs outside of standard business hours.
• Executive Relationship Management: Establish a great relationship with Executives and their executive assistants to fulfill and address their technical needs. Assist with events, all-hands meetings, and day-to-day executive & EA support. Act as the single point of contact for escalations and see issues through to resolution.
• Escalation Management: Act as the escalation point of contact between the Desktop Support team and cross-vertical teams. Coordinate to resolve company-wide issues beyond the Desktop Support team's scope. Maintain and share proper documentation among the team.
• Technical Proficiency: Hands-on experience with tools and technologies for end-user operations, such as Okta & Active Directory for IAM, JAMF and Intune for mobile device management, bash, cmd, PowerShell for scripting, Microsoft O365, Zoom, Slack, macOS, and Windows troubleshooting.
• Executive Travel Support: Travel with executives to assist with offsite meetings and conferences, ensuring high-quality white glove services.
• KPI & Project Management: Assist leadership with managing internal projects and tracking KPIs. Provide updates on tasks and milestones, identify areas for improvement, and act as a backup for leadership.
• Quality Assurance: Help with the review and quality assurance of tickets using JIRA tools. Ensure SLA standards are maintained and inform stakeholders about ticket quality.
• Testing & Roll Outs: Participate in the testing, sandboxing, and deployment of new features developed by the next level team by conduct user acceptance testing, providing feedback, and documenting any issues encountered during the process
  
  
  

THE STATS
What we're looking for in our next teammate

• 5+ years’ experience in a user or customer facing role with emphasis in supporting executives. 5+ years’ experience in a tech support role. Experience taking a lead role in a team. BA and IT certifications preferred.
• Exceptional executive-level communication skills, with the ability to interact with senior leadership in a polished, professional, and discreet manner.
• Extensive experience in high-touch IT support for C-suite executives, board members, and VIPs.
• Must have a solid understanding of both Apple and Windows ecosystem (hardware and software)
• Previous experience exercising high levels of initiative, judgment, and diplomacy required.
• Proven ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible.
• Must possess superior people skills dealing with all levels of a team environment up to and including presentations and explanation of projects to upper-level executives.
• Strong knowledge of enterprise applications, technologies, tools, and operating systems.
• Strong technical knowledge in providing 24/7 support.
• Experience in streamlining user device support functions.
• Strong analysis capabilities and skills in structured problem solving.
• Strong program and service delivery skills.
• Deep sense of urgency and ability to identify and achieve quick wins.
• Ability to work on site up to 5 days per week.
• Ability to travel as needed.
• Ability to be on call as needed.
• Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
• One or more certifications in IT Support related fields preferred: ITIL Foundation, JAMF-200, Microsoft Certified Professional, Apple Certified IT Professional.
• Experience working with multiple projects in Agile environments and assisting in the delivery of project goals on time
• Ability to adapt to rapidly changing environments and innovative technologies and educate the team and users about the changes being implemented.
• Ability to think strategically and align IT initiatives with business goals.
• Demonstrated resourcefulness in finding solutions to complex technical challenges
• Sensitivity to and understanding of diverse cultural backgrounds, ensuring inclusive and respectful interactions
• Experience in managing relationships with IT vendors and service providers to continuously enhance our services and resolve incidents or issues with third-party dependencies.
  
  
  

PLAYER BENEFITS
We treat our team right

From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Career and professional development resources to help you refine your game plan for owning and driving your career and development
• Be well, save well and live well - with FanDuel Total Rewards your benefits are one highlight reel after another
  
  

FanDuel is an equal opportunities employer and we believe, as one of our principal states, “We Are One Team!”  We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.  We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance.  Having a diverse and inclusive workforce is a core value that we believe makes FanDuel stronger and more competitive as One Team!

The applicable hourly range for this position is $37.98-$47.60, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.

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