Lead, IT Support Las Vegas, Nevada, United States

If you want to build, develop, and see your impact, join Skillz and level up your Career! Skillz, the first publicly-traded mobile eSports platform that hosts billions of casual mobile gaming tournaments for millions of players worldwide, is revolutionizing the gaming industry. By fostering social competition within games, the Skillz platform helps developers build multi-million dollar franchises by enabling real‑money activity in their games and providing operational support while connecting players through fair, enjoyable, and meaningful competition. At Skillz, we understand the thrill of achievement and the satisfaction of overcoming challenges. Want to join a team made up of alums from Apple, Amazon, Google, Microsoft, Tesla, Twitter (X), Roblox, Zynga, Samsung, Lyft, EA, Riot, Nexon, Gameskraft, PlayStation, Unity, Scopely, Tinder, Intel, Deloitte, EY, Twitch, DraftKings, Wynn Resorts and more? Learn more to see if Skillz is the right fit for your next career move! Why Skillz Culture of Impact: Join a united team of builders, creators, innovators, and entrepreneurs driven by the desire to win. At Skillz, we create value, obsess over our product, and make a difference in the world. Comprehensive Benefits: Enjoy peace of mind with our comprehensive benefits package, which includes 100% coverage for medical, dental, and vision expenses for both you and your dependents. Additionally, take advantage of our 401K matching, equity incentives, pre‑tax benefit options, and more. Wellness Support: Enhance your well‑being with our array of wellness initiatives, including meditation and mental health resources, physical fitness coaching and classes, family planning assistance, health and parenting guidance, virtual therapy sessions, and more. Time off: We offer competitive paid time off (PTO) & company holidays to help you recharge and pursue your passions. Las Vegas Headquarters: Skillz strongly believes in a five‑day a week, collaborative office environment at our 36,000+ square foot headquarters. Enjoy free breakfast and catered lunches, snacks, a full‑size gym with showers, commuter benefits, insurance, team bonding events and many more. Recognized Success: Skillz has earned recognition as one of Fast Company's Most Innovative Companies, CNBC's Disruptor 50, San Francisco Business Times' Best Places to Work, Forbes' Next Billion‑Dollar Startups, and the #1 fastest‑growing company in America on the Inc. 5000 list, and many more. Development Opportunities: We hold our employees to high standards while providing them with professional growth opportunities. We operate like a startup, and encourage all of our employees to collaborate and voice feedback about our product and ways we can improve as a business. We believe in never settling, and that also pertains to your growth. Responsibilities Lead and manage day-to-day IT service desk operations, including ticket triage, prioritization, and resolution across Las Vegas HQ and remote teams. Serve as the primary onsite IT support resource at Las Vegas HQ, managing physical IT infrastructure, hardware support, and in‑person troubleshooting. Delegate service desk workload and provide direction to team members including Mark Ferguson, Karthik, and others as the team scales. Own IT access governance including user provisioning, deprovisioning, and RBAC enforcement across all IT‑managed systems. Maintain system ownership documentation and ensure all IT tools, renewals, and access inventories are up to date. Partner with Compliance & Security Lead and Anthony Allmon to support SOX controls, audit preparation, and access reviews. Identify and implement service desk automation and tooling improvements to reduce manual workflows and improve response time. Monitor and report on CSAT metrics, escalation trends, and SLA performance to IT leadership and cross‑functional partners. Own IT systems inventory and tooling efficiency — identify consolidation, deprecation, and automation opportunities across all IT‑managed systems with full visibility into cost, ownership, and renewal timelines. Drive system integration and automation across core tools, ensuring key platforms communicate with each other and eliminating manual data re‑entry and redundant workflows across the organization. Lead and manage day-to-day IT service desk operations, including ticket triage, prioritization, and resolution across Las Vegas HQ and remote teams. Serve as the primary onsite IT support resource at Las Vegas HQ, managing physical IT infrastructure, hardware support, and in‑person troubleshooting. Delegate service desk workload and provide direction to team members as the team scales. Maintain system ownership documentation and ensure all IT tools, and access inventories are up to date. Partner with Compliance & Security Lead and Head of Infrastructure and Operations to support SOX controls, audit preparation, and access reviews. Identify and implement service desk automation and tooling improvements to reduce manual workflows and improve response time. Monitor and report on CSAT metrics, escalation trends, and SLA performance to IT leadership and cross‑functional partners. Be involved in IT systems inventory and tooling efficiency — identify consolidation, deprecation, and automation opportunities across all IT‑managed systems with full visibility into cost, ownership, and renewal timelines. Service Desk Leadership: Proven ability to manage a high‑volume IT help desk, set SLA expectations, and drive consistent service quality. Team Delegation & Development: Experience directing the work of junior IT team members and helping them grow in their roles. Onsite & Physical IT Operations: Hands‑on experience supporting endpoint hardware, office AV/networking, physical IT infrastructure in an office environment, and white glove service for C‑suite. Access Governance: Familiarity with RBAC principles, user provisioning/deprovisioning, and access review processes. Prioritization Under Pressure: Ability to triage and manage competing high‑urgency requests while maintaining service quality. Cross‑Functional Communication: Clear, proactive communication with business stakeholders of varying technical backgrounds. Operational Discipline: Organized approach to ticketing, documentation, and system ownership – no missed SLAs or untracked assets. Experience with incidents response, leadership communication. Experience 6+ years of experience in IT support, systems administration, or IT operations, with at least 1 year in a team lead or senior IC capacity. Experience managing a service desk or help desk function, including SLA ownership and escalation handling. Proficiency with the Atlassian suite (e.g., Jira Service Management, Confluence, etc.). Hands‑on experience with endpoint management (Mac/Windows), MDM tools (Jamf/Intune), and hardware support. Familiarity with Google Workspace, Okta/Entra ID, and SaaS tool administration. Working knowledge of SOX IT controls, access governance, and audit documentation is a plus. Must be Las Vegas‑based and willing to work onsite 5 days per week. Total Starting Compensation including Base + Bonus: $149,000 Location: Onsite, Las Vegas, NV Travel Requirement: Less than 10% Join Skillz and Let's Redefine the Boundaries of Gaming! Together, we'll create a world where skill, passion, and innovation thrive. We look forward to having you on board! Skillz embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status, and we operate in compliance with the San Francisco Fair Chance Ordinance. #J-18808-Ljbffr Skillz Inc.