The Supervisor, of Support Operations (Sports and Entertainment Technology) is responsible for overseeing technical support service delivery and guidance to users, events for the various Ilitch Holdings venues in addition, on a customary and regular basis, this position has the responsibility to manage a support staff including hiring, coaching, development, and performance management.
Job Summary:
The Manager, of Support Operations (Sports and Entertainment Technology) is responsible for overseeing technical support service delivery and guidance to users, events for the various Ilitch Holdings venues in addition, on a customary and regular basis, this position has the responsibility to manage a support staff including hiring, coaching, development, and performance management.
Key Responsibilities:
• Manage the sports and entertainment technology support operation, venues, and event staff for Detroit Red Wings, Detroit Tigers, 313 Presents, and affiliate operations of Ilitch Sports and Entertainment.
• Oversee the service desk, venue and event technology delivery, and support personnel.
• Remain current with Little Caesars Enterprises parent processes to build and maintain a cohesive support operation that represents corporate standards and practices within the Sports and Entertainment operation.
• Filter and escalate technical tasks to the LCE Shared Services teams, including server, network, and cybersecurity indirect resources.
• Oversee venue and event technology hardware inventories within the Sports and Entertainment event and venue operation. Maintaining functionality and full life cycle from procurement to decommission.
• Proactively ensure all event and venue technologies are operational across all venues, for every event or operating workday.
• Filter and oversee the delivery of event-day technology requests to meet the needs of all internal and external partners. Delegating and scheduling direct and indirect reports and needed.
• Travel to all venues and maintain an understanding of each operation to accurately represent the businesses needs and support the technical staff on the ground.
• Supervise part-time and full-time Sports and Entertainment Event Technicians, along with the application support personnel. Provide guidance and technical coaching as needed. Developing and maintaining the support staff is central to this role.
• Identify and implement support responsibility structures for every application and support role within the S&E operation, producing procedural documentation, RACI matrix and other ITIL standards.
• Support the relationship set forth by the NHL, NBA, and MLB, and ensure all technology standards are maintained in accordance with league mandate.
• Assess and retroactively re-provision existing technologies to best practice and new standards.
• Performs other duties as assigned
Supplemental Job Functions:
• Expected to play a role within the project management landscape, at times leading initiatives independently.
• Every member of the sports & entertainment technology team is subject to working events on-site. This role while allowed for hybrid-remote work, will be required to support on-site as needed to supervise operations and supplement venue support.
• Performs other duties as assigned
Minimum Skills, Knowledge, and Abilities:
• Bachelor’s degree in computer science or related experience.
• Experience managing technical staff and support desk operation
• Minimum five (5) years working in a helpdesk/desktop support environment with at least two (2) years in a team-lead role.
• Strong understanding of Audio & Visual technology, with experience or knowledge in broadcast environments being a plus.
• Must have a strong understanding of networking fundamentals, proving competency at CompTia Network+ or higher.
• Must have a strong understanding of server infrastructure fundamentals.
• Must have a strong understanding of Apple hardware and OSX and iOS support.
• Systemic and consistent troubleshooting skills.
• Excellent communication skills both written, verbal, and comfortable with presenting to other team leads and senior leadership.
• Adapts to changing needs of the business, is intuitive and has initiative with good time management skills.
• Positive, motivating, and supportive team leadership, with a focus on development of support staff.
Preferred Skills, Knowledge and Abilities:
• Experience working with Broadcast or Live Event Production Environment
• Experience managing large IT teams and support operations
• Ability to work under immense pressure and timelines, including live entertainment and on-air broadcast support scenarios.
• CCNA, Linux and Windows Server knowledge and/or certifications a plus
Work Environment:
• Must be available and willing to work extended and irregular hours as needed including nights, weekends, and holidays, to meet business needs. This includes on-call rotations after-hours, along with monitoring of various alerting systems.
• Exposure to high noise level
• Frequent visual/auditory stimuli
• Frequent travel between venues, including Tigers operations in Lakeland, Florida.
• Ability to lift 50lbs.
• Manage the sports and entertainment technology support operation, venues, and event staff for Detroit Red Wings, Detroit Tigers, 313 Presents, and affiliate operations of Ilitch Sports and Entertainment.
• Oversee the service desk, venue and event technology delivery, and support personnel.
• Remain current with Little Caesars Enterprises parent processes to build and maintain a cohesive support operation that represents corporate standards and practices within the Sports and Entertainment operation.
• Filter and escalate technical tasks to the LCE Shared Services teams, including server, network, and cybersecurity indirect resources.
• Oversee venue and event technology hardware inventories within the Sports and Entertainment event and venue operation. Maintaining functionality and full life cycle from procurement to decommission.
• Proactively ensure all event and venue technologies are operational across all venues, for every event or operating workday.
• Filter and oversee the delivery of event-day technology requests to meet the needs of all internal and external partners. Delegating and scheduling direct and indirect reports and needed.
• Travel to all venues and maintain an understanding of each operation to accurately represent the businesses needs and support the technical staff on the ground.
• Supervise part-time and full-time Sports and Entertainment Event Technicians, along with the application support personnel. Provide guidance and technical coaching as needed. Developing and maintaining the support staff is central to this role.
• Identify and implement support responsibility structures for every application and support role within the S&E operation, producing procedural documentation, RACI matrix and other ITIL standards.
• Support the relationship set forth by the NHL, NBA, and MLB, and ensure all technology standards are maintained in accordance with league mandate.
• Assess and retroactively re-provision existing technologies to best practice and new standards.
• Performs other duties as assigned
Supplemental Job Functions:
• Expected to play a role within the project management landscape, at times leading initiatives independently.
• Every member of the sports & entertainment technology team is subject to working events on-site. This role while allowed for hybrid-remote work, will be required to support on-site as needed to supervise operations and supplement venue support.
• Performs other duties as assigned
Minimum Skills, Knowledge, and Abilities:
• Bachelor’s degree in computer science or related experience.
• Experience managing technical staff and support desk operation
• Minimum five (5) years working in a helpdesk/desktop support environment with at least two (2) years in a team-lead role.
• Strong understanding of Audio & Visual technology, with experience or knowledge in broadcast environments being a plus.
• Must have a strong understanding of networking fundamentals, proving competency at CompTia Network+ or higher.
• Must have a strong understanding of server infrastructure fundamentals.
• Must have a strong understanding of Apple hardware and OSX and iOS support.
• Systemic and consistent troubleshooting skills.
• Excellent communication skills both written, verbal, and comfortable with presenting to other team leads and senior leadership.
• Adapts to changing needs of the business, is intuitive and has initiative with good time management skills.
• Positive, motivating, and supportive team leadership, with a focus on development of support staff.
Preferred Skills, Knowledge and Abilities:
• Experience working with Broadcast or Live Event Production Environment
• Experience managing large IT teams and support operations
• Ability to work under immense pressure and timelines, including live entertainment and on-air broadcast support scenarios.
• CCNA, Linux and Windows Server knowledge and/or certifications a plus
Work Environment:
• Must be available and willing to work extended and irregular hours as needed including nights, weekends, and holidays, to meet business needs. This includes on-call rotations after-hours, along with monitoring of various alerting systems.
• Exposure to high noise level
• Frequent visual/auditory stimuli
• Frequent travel between venues, including Tigers operations in Lakeland, Florida.
• Ability to lift 50lbs.
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