Associate Director, Alumni and Constituent Relations
John Hopkins University
Director, Technology Services
Fanatics
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $175,000 - $200,000 per year
Job Level
Lead
Tech Stack
ITSMJamfMacOSPythonServiceNow
About the role
- 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.
- Serve as the voice of end-user services with senior leadership and influence technology priorities and investments.
- Foster a culture of innovation, automation, SaaS optimization, and AI-enabled workflows.
- Oversee day-to-day operations of the IT Service Desk and Desktop Support teams, ensuring SLA adherence and KPI tracking.
- Lead incident, problem, and change management processes to minimize downtime and enhance system reliability.
- Monitor performance metrics 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 integrate 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.
- Lead, mentor, and develop technical support teams, build expertise in SaaS platforms, automation, and AI-enabled support.
- Act as primary liaison with business stakeholders and partner with SaaS vendors to maximize licensing investments and influence product roadmaps.
- Ensure IT support services comply with security, compliance, and governance frameworks and lead disaster recovery and business continuity planning for end-user technologies.
- Expected to be on site, in office four days per week.
Requirements
- 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).
- Experience with 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 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: Experience with scripting (PowerShell, Python) and automation frameworks for SaaS and endpoint management.
- Preferred: Familiarity with AI features in SaaS platforms (Copilot, Zoom AI, Slack AI).
Benefits
- Employees at Fanatics' corporate entity can work remotely for up to four weeks per year, which can be taken in daily or weekly increments.
- Base pay range for New York City is $175,000 to $200,000 (base pay only; does not include short-term or long-term incentive compensation).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service managementincident managementproblem managementchange managementendpoint managementscriptingautomation frameworkssecurity best practicesSaaS governanceperformance metrics
Soft skills
leadershipcommunicationproject managementinfluencingmentoringdiscretioninnovationcollaborationanalytical thinkingcustomer service
