Manager, Service Desk

Company Information
For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Job Summary

The Regional Manager Information Technology core function is to manage IT staff and IT operations for all offices, venues, and festivals in the region. At the venue level, the Regional IT Manager collaborates with various groups and vendors to understand business requirements, specifically with each production show team as well as the venue Event Manager.

Essential Functions

• Day-to-day management of customer support related issues, including identifying hardware and software issues and assist in facilitating resolution. Help with the development and management of IT policies and procedures.
• Manage implementation of AEG Presents IT standard practices at the local site. Work directly with the larger IT team to facilitate event setups, support, scheduling, and project completion timelines. Manage and provide on site dedicated IT support to events as required.
• Create estimates for all event setup, including labor, equipment, and circuit fees. Assist with all 3rd party vendor support for events.
• Create accurate trouble ticket creation and documentation and lower the response time for technology related issues across the region. Provide on site dedicated escalation for emergency or last minute technology related issues.
• Maintain clear communication with AEG Presents IT to ensure the understanding and compliance with AEG standard practices. Protect AEG interests by validating user requests on hardware and software. Collaborate with AEG Presents IT on projects. Assist AEG Presents IT with management and tracking of all IT assets.
• Provide internal analysis and support to ensure proper escalation during outages or periods of degraded system performance
• Manage all daily IT operations throughout the region. Provide level III (advanced) support, guidance and direction for Operations outside of the core team.
• Interface directly with AEG Presents Corp IT to assist in accomplishing project or operational requirements, including evaluating feasibility and technical alternatives. Maintain a positive follow-through of AEG Presents IT's Policies and Procedures and recommend changes and adds, in order to enhance the quality of support delivered.
• Maintain excellent interpersonal skills for interaction with internal and external staff. Sustain current knowledge of industry trends and potential impact on the IT business. Understand and strategize around newer and emerging live event technologies including HD WiFi, Proximity, Mobility, Data Analytics, IPTV/Signage, etc.
• Assign duties and tasks to the IT Team and PT IT Event Team to ensure day-to-day operations remain stable. Allocate network resources and staff to assure special event IT requirements are delivered.
• Management of IT event billing system and/or settlement with productions
• Plan and strategize with venue event managers and planned specialty show productions such as award shows, etc. on Event IT Budgets and Scopes of Work
• Continuously develop processes and SLAs to assure client needs are met. Manage all IT event team members to ensure all services meet SLA's, budget and customer requirements
• Accurately document procedures, configurations, trouble descriptions and problem resolution. Troubleshoot basic WiFi and Cellular connectivity in the venues. Communicate all critical network issues to IT Management Team and Event Manager

Required Qualifications

• BA/BS Degree (4-year) In Computer Science or a related field
• 6-8 years Of related work experience
• Experience working in a technical position in a facility with standard network and server protocols: TCP/IP, DNS, DHCP.
• Experience working with business applications, with experience in report writing, creating user documentation and/or specifications, etc.
• High level of knowledge of all Windows versions and all MAC OS versions with experience in a technical position with primary responsibilities supporting users in a Microsoft environment, including MS Office Suite, Windows XP Professional/Windows 7 and Windows 2003/2008 server.
• Working knowledge of traditional and tablet based POS systems
• Previous Customer Support Management with the ability to perform desktop upgrades and maintain hardware and software.
• Strong working knowledge of Citrix based applications, IOS handheld devices, Strong working experience with HP and Apple desktops and laptops.
• Strong understanding of cabling standards to facilitate circuit or network extensions as needed.
• High focused support of TCP/IP protocols, DNS and DHCP.
• Previous live event IT Support and/or venue IT support with the ability to understand productions event requirements and translate them into technology requirements
• Familiarity with multicasting VOIP, QoS, WiFi 802.11a/b/g/n and others
• Self-motivated and able to work independently.
• Microsoft Certified Systems Engineer (MCSE) A+ Certification, MCP or MCSE preferred

Payscale:$123,812 - $168,834

Bonus:This position is eligible for a bonus under the current bonus plan requirements.

Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside their normal description.