Position: Desktop Support Team Lead
Company: DraftKings
Experience required: 3y
English level: upper

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. 

In April 2020, we combined with SBTech, award-winning sports betting product provider, to create the only vertically integrated pure-play sports betting and online gaming company based in the United States.

**As an “IT Team Lead” your main role will be to lead our Desktop Support Team in Kyiv, Tel Aviv and the UK.**

**What you’ll do**:
 - As the Desktop Support Team Lead, you'll be the level two point of contact for escalations regarding any IT-related requests or issues. 
 - As a leader, you'll oversee the Desktop Support Team in Kiev, Tel Aviv and the UK and have several direct reports, but remain very much in the weeds managing the ticket queue and any incoming requests related to IT issues.
 - You'll administer and support configurations and records of everything end users face, as well as own data reporting and cleanup. Endpoints include desktops or laptops, mobile devices, printers, AV gear, and any peripherals.
- An addition to solving day to day issues, you'll be responsible for understanding why they occur and providing long-term solutions to prevent them from happening again.
 - You will serve as a technical lead on projects involving our support teams. 
 - When needed, you'll be the hands, eyes, and ears of other teams to provide hands-on assistance for systems and applications.
 - You will ensure that all policies and procedures for communication and escalation of incidents and issues are followed, and that the Desktop Support Team is up to date with industry standard policies and protocols. 
 - You'll also be able to suggest recommendations based on requests from various departments and locations, run the required research, and test various potential solutions on a global scale.

**Requirements**
 - You will need to have at least three years’ experience as a Desktop Support Team Lead managing day-to-day functions while running projects and handling recurring tasks.
 - We have Windows and Mac users, so you will have to have extensive knowledge and experience with MacOS and Windows.
 - You will need to have a good understanding and experience with Azure AD and hybrid AD, as well as Office 365.
 - Experience working with and assisting users of AV systems and event endpoints in a highly technical environment.
 - Expertise not only troubleshooting issues and finding the rooting cause, but also clearly documenting steps taken to troubleshoot.
 - Advanced familiarity with mobile device management tools like Intune and JAMF.
 - Experience working with collaboration tools, conferencing systems, remote IT tools, and ticketing systems is crucial.
- Possess a "no task too small" attitude. While this is a lead role, you must be willing to move equipment around, work overtime or off hours from time to time, travel locally between sites or elsewhere for special events, and help set up when needed.
 - An understanding of networking and server systems, along with expert troubleshooting techniques when connecting to them.
 - The ability to speak in technical and non-technical jargon, and translate both into comprehendible documentation and requirements company-wide.
 - The ability to empathize with the end user and less-seasoned techs, and craft solutions to help them swiftly while they are under stress.
 - An understanding of scripting, scripting languages, and how they can be used to deploy packages and automate tasks.