Lead, IT Support

About the Role

If you want to build, develop, and see your impact, join Skillz and level up your Career!

Skillz is the first publicly‑traded mobile eSports platform that hosts billions of casual mobile gaming tournaments for millions of players worldwide. 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.

• Culture of Impact:
  Join a united team of builders, creators, innovators, and entrepreneurs driven by the desire to win.
• Comprehensive Benefits: 100% coverage for medical, dental, and vision for you and your dependents; 401(k) matching; equity incentives; pre‑tax benefit options.
• Wellness Support:
  Meditation and mental health resources, physical fitness coaching and classes, family planning assistance, health and parenting guidance, virtual therapy sessions.
• Time off:
  Competitive paid time off (PTO) and company holidays.
• Las Vegas Headquarters:
  Collaborative office environment with free breakfast, catered lunches, snacks, full‑size gym, showers, commuter benefits, insurance, team bonding events.
• Recognized Success:
  Fast Company’s Most Innovative Companies, CNBC’s Disruptor 50, SF Business Times’ Best Places to Work, Forbes’ Next Billion‑Dollar Startups, Inc. 5000 Fast‑Growing Company.
• Development Opportunities:
  High standards with professional growth opportunities; startup culture that encourages collaboration and feedback.

• 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.
• 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.

• Proven ability to manage a high‑volume IT help desk, set SLA expectations, and drive consistent service quality.
• Team Delegation & Development:
  Experience directing junior IT team members and helping them grow.
• 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—with no missed SLAs or untracked assets.
• Incident Response & Leadership Communication.

• 6+ years 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, with SLA ownership and…