Lead, IT Support

About FIRY

FIRY (NYSE: FIRY) is a founder-led global holding company built to fuel business potential. Through three independent and complementary businesses, FIRY operates at the intersection of content, identity, commerce, and performance marketing.

Founded in 2012 by serial entrepreneur Andrew Paradise, the company began as Skillz Inc. — inventing real-money skill-based mobile gaming from scratch and proving that fair and competitive play could be built into mobile games at scale. Fourteen years later, that foundation has grown into three distinct businesses:

• Skillz is the competition platform FIRY invented. Real-money skill-based gaming infrastructure, with 90M+ registered users, and the foundational source of first-party behavioral data across the portfolio.
• RZR is the AI-powered performance advertising platform, rebuilt from the ground up and rebranded in March 2026. Profitable for three consecutive quarters.
• Beamable is the backend and LiveOps infrastructure for game developers, acquired in 2026. One platform covering everything a studio needs to build, operate, and grow a live game.

FIRY is publicly traded on the NYSE and headquartered in Las Vegas, with hubs in San Francisco, New York City, and Bengaluru.

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.

Key Competencies 

• 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.

Key Competencies

• 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% 

#LI-Onsite  #LI-

Why FIRY

• You are at the center of everything. Corporate roles at FIRY do not support one business. They support the infrastructure, strategy, and execution that makes three independent businesses work and compounds as they grow together.
• Founder-led. Andrew Paradise founded Skillz in 2012 with a single conviction: that fair, real-money skill-based competition should exist at scale. Thirteen years later, he has taken the company public on the NYSE, built a portfolio of three independent businesses, earned 90+ patents, and won the largest false advertising verdict in U.S. history. He is still here, still the founder, still the CEO, still building. That kind of long-term commitment is rare. At FIRY, it defines the culture from the top down.
• A portfolio at the beginning of its compounding phase. Four consecutive quarters of sequential revenue growth. Q1 2026 revenue up 33% year-over-year. RZR at 120%+ year-over-year growth in Q1 2026 and profitable for three consecutive quarters. The flywheel is turning.
• A mission worth the work. FIRY's mission is to fuel business potential. The systems FIRY builds help developers build businesses, advertisers acquire the right users, and infrastructure that turns competitive play into a scalable commercial engine. The addressable market across performance marketing, gaming infrastructure, and skill-based competition is $45B+.
• Comprehensive Benefits. 100% coverage for medical, dental, and vision for you and your dependents. 401K matching, equity incentives, pre-tax benefit options, and more.
• Wellness Support. Meditation and mental health resources, physical fitness coaching and classes, family planning assistance, virtual therapy sessions, and more.
• Time Off. Competitive PTO and company holidays.
• Las Vegas Headquarters. FIRY operates in a five-day-a-week, collaborative office environment at our 36,000+ square foot Las Vegas headquarters. Free daily lunch, snacks, a full-size gym with showers, commuter benefits, team events, and more.

Explore all current openings at RZR and apply!

FIRY 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 applicable fair chance ordinances.