Support Technology Supervisor

Key Responsibilities:

Team Leadership & Supervision

• Directly supervise 2–8 support technology staff members. • Provide coaching, mentoring, and performance management, including goal-setting, merit planning, and improvement plans. • Monitor KPIs including ticket resolution times, call handling, and customer satisfaction.

Technical Support & Troubleshooting

• Provide hands-on support for Windows and Mac (Jamf-managed) systems, printers, peripherals, and other endpoint devices. • Diagnose and resolve hardware and software issues across desktop and mobile environments. • Coordinate and support break/fix issues, access requests, and incident escalations. • Ensure issues are resolved within SLAs and documented accurately.

Process & Platform Management

• Actively work support tickets, particularly during peak times or team PTO, including both tickets and call queue support. • Collaborate with higher-tier support teams and engineers for complex problem resolution. • Leverage ServiceNow for ticketing, workflow management, and the use of its Generative AI Chat and Service Portal features. • Identify and implement process improvements to increase support efficiency and user satisfaction.

Administrative & Project Work

• Participate in IT initiatives, documentation, and reporting. • Ensure proper inventory and asset management of IT equipment. • Support occasional after-hours or weekend work for critical issues or projects.  

Required Skills & Experience:

• Proven experience supervising or leading a technical support team. • Strong working knowledge of: o Windows and macOS (Jamf). o ServiceNow, Azure AD, Okta, Duo. o Microsoft Intune, PowerShell, and scripting for automation. o Genesys or other enterprise communication platforms. • Excellent troubleshooting, communication, and customer service skills. • Ability to plan and execute hardware support and system changes in a professional, organized manner. • Physical ability to lift and move equipment up to 50 lbs.  

Preferred Qualifications:

• ITIL certification or comparable IT service management experience. • 2+ years of experience in a supervisory role within IT support. • Familiarity with enterprise security tools and compliance practices. • Experience supporting both office and warehouse environments.  

Work Environment & Schedule:

• Onsite role based in Winona, MN, supporting WinCraft’s corporate and warehouse operations. • Monday – Friday, 8 AM to 5 PM typical coverage hours. • Occasional evening or weekend work may be required for priority issues or rollouts. 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.