TOC Support - Services Technology Systems Manager – FIFA World Cup 26™ | Miami - Match Day Only
Be an Early Applicant
The Role
The role involves managing the technology support help desk, triaging issues, providing first-line resolution, and improving system processes for the FIFA World Cup 26.
Summary Generated by Built In
At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries: Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.
FIFA World Cup 26 Skills Framework
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.
DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.
INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.
INITIATIVE: Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.
INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority/decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.
VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.
FIFA World Cup 26 Skills Framework
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.
DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.
INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.
INITIATIVE: Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.
INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority/decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.
VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.
Main Activities and Responsibilities
Reporting organisationally to the TOC Support - Services Integration Duty Manager, the TOC Support – Services Technology Systems Manager will be a key member of the FIFA26 Services Integration Area team, and work in close collaboration with the Central Services and other key individuals responsible for delivering Technical support role to monitor performance of all Services Systems and tools, acting as main liaison with ITCC, triaging issues reported from the venue and TOC administration levels, and registering Service Desk tickets with technical recommendations for priority action and resolution.
The main responsibilities and oversights of the TOC Support – Services Technology Systems Manager for the FIFA World Cup 26™ include:
The main responsibilities and oversights of the TOC Support – Services Technology Systems Manager for the FIFA World Cup 26™ include:
- Managing the Services Technology Products help desk communications and associated hotline and inbox established for Services Teams to seek advice on their systems related issues.
- Manage a detailed request log with correct data, triaging all reported issues and incidents, either in WeTrack or Service Desk that are impacting services business continuity as required, to maintain a centralized view of all bugs / issues / risks for action/resolution.
- Provide first line resolution and advice to Services support requests reducing need to log a tickets if resolution can be obtained.
- Submit system access requests to Service Desk for all Services related apps and tools
- Enhances the existing data analysis and reporting capacity of the TOC Support – Services Integration team, providing dynamic resolution to unforeseen operational business challenges, analyzing system processes, providing hot fix solutions and/or recommendations for backlog developments post event.
Your Profile
Education & Qualifications
- Bachelor’s degree or similar level of higher education
Work Experience
- 5 years of experience
- Acted as the central coordination point for service technology systems, monitoring performance, supporting operational continuity, and liaising across multiple teams and stakeholders.
- Managed technology support and incident triage, providing first-line troubleshooting, maintaining issue logs, and prioritizing resolutions to minimize operational impact.
- Supported system analysis and continuous improvement, contributing to reporting, process optimization, and recommendations to enhance service delivery and reliability.
Languages
- Fluent in English. Spanish and/or French proficiency is a plus
Technology
- Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
Equal Opportunities
FIFA26 is a proud equal opportunity employer that is committed to diversity, equity, and inclusion and prohibits discrimination of any kind on the basis race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
About
We are FIFA, the global governing body for football.Our vision is to make football truly global, diverse and inclusive, for the benefit of the entire world. The last FIFA World Cup in Qatar in 2022 attracted more than 5 billion viewers and the last FIFA Women's World Cup in Australia and New Zealand in 2023 was the greatest-ever FIFA Women's World Cup that inspired millions of girls and women around the globe. The opportunities for growth are exciting.We are a modern organisation with over 800 passionate employees who are Living Football every day. Our headquarters are based in Zurich, Switzerland, and we have offices in Miami, Paris and Rabat, plus eleven regional offices from New Zealand to India, South Africa, Panama and Paraguay.
Skills Required
- Bachelor's degree or similar level of higher education
- 5 years of experience in service technology systems management and support
- Proficiency in MS Office and online collaboration tools
- Fluency in English, with Spanish or French as a plus
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
FIFA (Fédération Internationale de Football Association) is the international governing body for association football, futsal, and beach soccer. It is responsible for organizing major international tournaments, such as the World Cup, and works to grow the game globally, promote inclusivity, and advocate for integrity and fair play. Headquartered in Zurich, Switzerland, it oversees 211 national associations and invests in football development worldwide to ensure the sport remains accessible and beneficial to all.
