TOC Support - Services Technology Systems Manager - FIFA World Cup 26™ | Miami

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.

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:

• 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.

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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 FWC2026

The FIFA World Cup 26™ will mark the first time that the tournament features 48 teams and will be hosted by three countries: Canada, Mexico, and the United States.

This new format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players in North America and all over the world. Now is your time to be a game changer and join the workforce that is planning and delivering this unique and unforgettable experience.