IT Game Day Support Lead

DEPARTMENT OVERVIEW:

The Information Technology department provides strategic direction and day-to-day IT operational, software and emerging technology supporting the Red Sox, Fenway Sports Management, the Red Sox Foundation, and FSG Real Estate. Responsibilities include support for corporate and ballpark infrastructure, systems architecture, networks, computer and auxiliary operations, desktop support, data and cyber security, and broadcast cabling and related infrastructure. Provides applications development and support for corporate systems, MLB Ballpark and fan engagement apps, and systems and data architecture.

POSITION OVERVIEW:

The IT Game Day Support Lead serves as the primary interface between Boston Red Sox employees and the IT Department on game days and event days. This role requires exceptional customer service, adaptability, and strong communication skills. The IT Game Day Support Lead is responsible for managing IT2 staff during the event, handling escalations, and ensuring smooth IT operations during all events. The role combines leadership, technical expertise, and operational responsibilities to deliver a seamless IT experience for all stakeholders.

RESPONSIBILITIES:

• Oversee game-day IT operations, including managing IT2 staff and acting as an escalation point for all IT issues and executive escalations.
• Conduct pre-game setup and checks for IT systems, including TV channels, streaming devices, VR stations, and audio systems.
• Monitor and resolve IT incidents during events using ticketing tools
• Collaborate with technical teams for testing and troubleshooting of network, Wi-Fi, and other critical systems.
• Ensure post-game shutdown and readiness for subsequent events.
• Provide exceptional customer service and communicate effectively with various stakeholders.
• Create and update documentation to support IT knowledge sharing.

CHARACTERISTICS/QUALIFICATIONS:

• Strong problem-solving abilities and effective decision-making skills.
• Excellent oral and interpersonal communication skills.
• Demonstrated ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Experience working in a Service Desk or Desktop Engineering role (2+ years preferred).
• Proficiency in troubleshooting Windows 10, Active Directory, Microsoft 365, and iOS devices (Android is a plus).
• Familiarity with MacOS hardware/OS, Zoom platform administration, and enterprise applications such as ServiceNow ITSM.
• Knowledge of video conferencing and cloud storage solutions (e.g., DropBox, OneDrive).
• Experience with Mobile Device Management software is preferred.
• Flexibility to work evenings and weekends during the baseball season.

At the Boston Red Sox and Fenway Sports Management, we go beyond embracing diversity. We’re committed to living by our values, strengthening our community, and creating a workplace where people genuinely feel like they belong. 

Too often, job seekers don’t apply to positions because they don’t meet every qualification. If you love this role and are great at what you do, we encourage you to apply. Your unique skills and experiences might just be what we’ve been looking for.

Prospective employees will receive consideration without discrimination based on race, religious creed, color, sex, age, national origin, handicap, disability, military/veteran status, ancestry, sexual orientation, gender identity/expression or protected genetic information.