Job Summary:
The New York Jets and associated Family Financial Office are seeking a committed, innovative, and accountable Lead System Support Specialist to oversee the help desk operations for both organizations. This role will manage IT support services, ensure efficient handling of support tickets via the Fresh Service system, and provide exceptional technical support to the New York Jets staff and the Family Financial Office. The Lead System Support Specialist will supervise a small team of direct reports, manage onboarding and offboarding processes, and schedule support for the football staff, including availability for some nights and weekends during the NFL season (August–January).
Key Responsibilities:
Help Desk Management:
• Oversee the daily operations of the help desk, ensuring prompt and effective resolution of IT issues for the New York Jets and Family Financial Office.
• Manage and prioritize support tickets in the Fresh Service ticketing system, ensuring timely resolution and high user satisfaction.
• Monitor team performance metrics and implement strategies to improve service delivery and response times.
Team Leadership:
• Supervise, mentor, and develop direct reports, fostering a collaborative and solution-oriented team environment.
• Conduct performance evaluations, provide feedback, and identify training needs for team members.
Onboarding and Offboarding:
• Coordinate and execute IT onboarding processes for new employees, including account setup, hardware provisioning, and system access.
• Manage offboarding procedures, ensuring secure deactivation of accounts and return of equipment.
Football Staff Support:
• Schedule and provide IT support for the New York Jets football staff, including coaches, players, and administrative personnel, during regular operations and game-related activities.
• Ensure availability for some weekend and evening shifts during the NFL season (August–January) to support game days and critical operations.
System and Process Improvement:
• Identify opportunities to enhance IT support processes, leveraging innovative solutions to improve efficiency and user experience.
• Maintain and update documentation for help desk procedures, troubleshooting guides, and system configurations.
Accountability and Communication:
• Act as the primary point of contact for escalated IT issues, ensuring clear communication with stakeholders and timely resolution.
• Collaborate with other IT teams and vendors to resolve complex technical issues and implement system upgrades.
• Provide regular reports on ticket status, team performance, and system health to the Sr. Director of Network Services.
Qualifications:
• Education and Experience:
• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience in IT support, with at least 2 years in a supervisory or lead role.
• Experience with Fresh Service or similar ticketing systems is highly preferred.
Technical Skills:
• Proficiency in managing Windows and macOS environments, Microsoft 365, and common enterprise applications.
• Strong knowledge of network troubleshooting, hardware support, and user account management (Active Directory, Entra ID, etc.).
• Familiarity with mobile device management (MDM) and endpoint security solutions.
Soft Skills:
• Exceptional leadership and team management abilities, with a focus on mentoring and accountability.
• Innovative problem-solver with a proactive approach to identifying and implementing process improvements.
• Strong communication skills, with the ability to interact professionally with diverse stakeholders, including football staff and financial office personnel.
• Commitment to delivering high-quality service under tight deadlines, especially during the NFL season.
Availability:
• Willingness to work flexible hours, including some nights and weekends during the NFL season (August–January).
• Ability to travel between Florham Park, NJ (Jets HQ) and New York, NY (Family Financial Office) as needed.
Preferred Qualifications:
• Experience supporting high-profile or fast-paced environments, such as sports organizations or financial institutions.
• Knowledge of ITIL framework or other IT service management best practices.

Location: Florham Park, NJ (New York Jets Training Center) and New York, NY (Family Financial Office)
Reports To: Senior Director of Network Services
Direct Reports: 2 System Support Specialists
Remote or On-Site: On-Site

Base salary range for this role: USD $80,000 to $90,000 per year and discretionary annual company bonus, dependent on the specific qualifications and experience of the successful candidate.  Company benefit programs for full-time employees include: robust medical, dental and vision insurance, flexible-spending and dependent-care account options, company-paid life, AD&D, and disability insurance plans, with additional voluntary supplemental term life & AD&D insurance options, and a variety of other health & wellbeing offerings; 401k plan participation (after 500 hours of service) with company-match and discretionary employer-funded defined contribution; PTO, sick time, paid maternity/parental leave; and access to tickets and parking for all New York Jets home games.

GENERAL INFORMATION A background check will be conducted prior to the start of the position. The New York Jets are proud to be an equal opportunity employer.  It is the policy of the Company to provide equal employment opportunities to all employees and applicants for employment without regard to race, creed, color, religion, sex, national origin, age, disability, marital status, military status, genetic information, sexual orientation, gender (including gender nonconformity, status as a transgender individual, gender identity or expression), pregnancy, childbirth or related medical conditions, sexual orientation, affectional orientation, marital status, civil union status, and domestic partnership status, age, physical or mental disability, genetic information, service in the uniformed services, or any other characteristic protected by federal, state or local law.  The New York Jets are committed to providing reasonable accommodations for candidates with disabilities.