Director, Technology Services

Company Overview

JOB DESCRIPTION

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

Job Summary

The Director of Technology Services is responsible for the operational success and continuous improvement of internal IT services across Fanatics Holdings. This role manages the Service Desk and Desktop Support teams, focusing on service delivery, endpoint management, SaaS platforms, and operational effectiveness to support end-user needs. As a key member of the IT Leadership team, the Director will shape the vision and strategy for technical support, build and mentor high-performing teams, and partner across business units to align IT services with organizational goals.

Key Responsibilities

• Strategic Leadership
• Develop and execute the vision and roadmap for end-user technology services, ensuring alignment with business priorities and IT strategy.
• Establish and enforce IT service management (ITSM) standards, policies, and best practices that drive efficiency, scalability, and security.
• Serve as the voice of end-user services with senior leadership, influencing technology priorities and investments.
• Foster a culture of innovation, experimentation, and continuous improvement, with a focus on automation, SaaS optimization, and AI-enabled workflows to enhance productivity and user experience.
• Operational Excellence
• Oversee day-to-day operations of the IT Service Desk and Desktop Support teams, ensuring SLA adherence, KPI tracking, and a customer-centric approach.
• Lead incident, problem, and change management processes to minimize downtime and enhance system reliability.
• Monitor performance metrics (SLA, resolution time, ticket volume trends) and leverage insights to deliver operational improvements.
• Ensure end-to-end ownership of onboarding, offboarding, endpoint lifecycle management, patching, and vulnerability remediation.
• Partner with cross-functional teams to ensure seamless integration of endpoints, audio-visual, and collaboration solutions with enterprise infrastructure.
• Establish and manage a VIP/Executive Support program, providing proactive, white-glove service for senior leadership.
• Team Leadership & Development
• Lead, mentor, and inspire a team of technical support professionals, fostering a culture of accountability, growth, and high performance.
• Build team expertise in SaaS platforms (M365, Okta, Slack, Zoom), automation, and AI-enabled support capabilities.
• Provide coaching and performance management, ensuring consistent execution and strong team morale.
• Stakeholder & Vendor Management
• Act as primary liaison between Technology Services and business stakeholders, ensuring clear communication and alignment with organizational needs.
• Partner directly with SaaS vendors to maximize licensing investments, test emerging features, and influence product roadmaps.
• Collaborate with Product, Engineering, Security, and Infrastructure teams to address root causes of issues and deliver continuous improvement.
• Security, Compliance & Risk
• Ensure IT support services comply with relevant security, compliance, and governance frameworks.
• Oversee endpoint security and SaaS governance, implementing safeguards and remediating risks within defined timelines.
• Lead disaster recovery and business continuity planning for end-user technologies, ensuring resilience during critical incidents.
  

Required Qualifications

• 10 years of progressive IT support experience, with at least 5 years in a leadership role overseeing Service Desk/Desktop Support or equivalent.
• Proven success managing ITSM processes (Incident, Problem, Change) and platforms such as ServiceNow or JIRA.
• Expertise in endpoint management (Windows, macOS, Intune, JAMF) and SaaS collaboration platforms (Microsoft 365, Okta, Slack, Zoom).
• Strong knowledge of security best practices, endpoint protection, and SaaS governance.
• Demonstrated ability to deliver executive/VIP technology support with discretion, responsiveness, and white-glove service.
• Ability to use metrics and analytics to improve service delivery and measure outcomes.
• Exceptional communication skills with experience engaging and influencing executive stakeholders.
• Strong project management skills with ability to manage competing priorities in fast-paced environments.
• Experience in a high-growth, dynamic organization with a global workforce.
  
  

Preferred Qualifications

• Experience with scripting (PowerShell, Python) and automation frameworks for SaaS and endpoint management.
• Familiarity with AI features in SaaS platforms (Copilot, Zoom AI, Slack AI) and ability to apply them to end-user workflows.
  
  

Key Attributes

• Strategic thinker with hands-on execution ability.
• Customer-obsessed, with a focus on collaboration, productivity, and service quality.
• Strong leader with proven ability to motivate, develop, and scale teams.
• Data-driven decision maker who leverages insights to drive measurable improvements.
• Adaptable and resilient in managing change and leading through ambiguity.
  
  

Achieving our goals requires strong collaboration and partnership between our teams and our internal stakeholders. To best support this, the person who accepts this role is expected to be on site, in office four days per week. To provide our employees with flexibility, we offer a unique benefit where employees at Fanatics' corporate entity can work remotely for up to four weeks per year, which can be taken in daily or weekly increments.

The salary range for this position in New York City is $175,000 to $200,000, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.