Who are we hiring?

The Manager, Workplace Technology will lead a team of Specialists responsible for providing exceptional technology experiences through proactive, customer-focused, and responsive support for IT systems and hardware located at all company properties. The Manager is responsible for maturing the day-to-day operating model with compliance and security at the forefront. The Manager will lead matrixed projects, implement standards and lead incident response through proactive problem-solving techniques to inform and strengthen overall operations of the technology workplace team.

What will you do?

• Responsible for the day-to-day operations of workplace technology team, mentoring Specialists and providing hands-on leadership to ensure smooth operations and an excellent end-user technology experience.
• Responsible for developing and implementing hardware standards in support of a modern workplace and developing inventory/asset strategies to ensure timely procurement and deployment of end user technology needs.
• Responsible for leading onboarding/offboarding of end user technologies.
• Owns the technical relationship with assigned vendors and partners that is expected to drive a mentality of continuous improvement across all end user platforms.
• Manage direct and indirect resources supporting Level 1 through Level 3 incident and response tasks.
• Lead IT projects and initiatives and reporting on status.
• Manage software and hardware inventory to stay within budget or show a cost savings.
• Ensure employee onboarding & offboarding processes are followed.
• Maintaining PC hardware standards and escalate exception approvals to leadership.
• Fill-in and represent Director of Workplace when needed, including off-hour support and outages.
• Assist Executive IT Support team as needed, and be available to support Sr. Executive Mgmt.
• Responsible for metrics of daily, weekly, and monthly reporting of end user incident/request KPIs (MTTR, SLA, etc.)
• Partners proactively with technology leaders and teams and business partners to understand future needs.
• Perform other broad duties as needed/directed to accomplish the overall Technology mission at MSG.

What do you need to succeed? 

• 5+ years of experience in End User Support, endpoint configuration, installation, and upgrades.
• 3+ years managing Service Desk and/or End User computing teams.
• 3+ years of experience working with ServiceNow (or equivalent) understanding how to implement and enforce SLAs and other metrics.
• Proficient experience working with Microsoft Azure and Office365 tools and platforms.
• Extensive knowledge of Audio/Video Systems, configurations, and Support (MS Teams, Zoom)
• Ability to adapt to shifting priorities and open to learning new ways of working.
• Ability to embrace change with a flexible mindset, even if the way forward isn’t clear.
• Ability to work both independently to trouble shoot and problem solve.
• Ability to be a reliable team member, capable of effective collaboration to achieve our shared goals across teams and departments.
• Ability to communicate effectively at all levels of the organization and relay technical information in a concise manner, tailoring the message based on the purpose, audience and channel.
• Ability to build strong relationships with all customers (internal and external).
• Possess strong active listening skills to support interaction during incident resolution with end-users of all levels.
• Possess a passion for delivering exceptional customer service with internal and external customers.
• Ability to implement effective problem-solving strategies to break down complex challenges and find collaborative solutions. 
• Ability to optimize the ways of working within the EIT and Workplace Technology team by supporting effective and efficient processes, and ensuring our teams and end-users understand them. 
• Ability to support quality decision making by utilizing data and metrics.
• Ability to lead, motivate, and empower team members by creating a safe and trusting environment where all employees are valued and recognized.
• Ability to manage key stakeholders, understand their needs and identify the most effective and efficient ways to engage them
• Microsoft Certified Solutions Engineer (MCSE) Certified – preferred.

SPECIAL REQUIREMENTS: 

• Full-time onsite role with flexible availability for operations escalations, late night hours, on-call scheduling, and weekend support.
• May be required to travel several times throughout the year to other business locations.
• Must be able to lift up to 50 lbs. on a regular basis.

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