Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com.
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.
#LI-Onsite
Pay Range
$96,000—$155,000 USD
At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.
We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.
Top Skills
What We Do
MSG Entertainment is a world leader in live entertainment, comprised of world-renowned venues and marquee brands. Utilizing our powerful assets and expertise, we produce, present, or host a variety of entertainment and sports events, delivering unforgettable experiences for millions of fans each year. Across our venues and brands, MSG Entertainment sets the standard for excellence and innovation while forging deep connections with diverse and passionate audiences.
Our Company includes our portfolio of iconic venues: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – each a prominent destination for unforgettable experiences and events. With flexible seating capacities and configurations that range from 2,800 to 21,000, our venues enable us to showcase a broad array of compelling sporting events, concerts, family shows, and special events that cover a wide spectrum of genres. This includes at Madison Square Garden, known as “The World’s Most Famous Arena,” which serves as home to the New York Knicks and New York Rangers – two of the most recognized franchises in professional sports – and perennially hosts the biggest names in music and entertainment.
MSG Entertainment also features the wholly-owned original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for generations of fans at Radio City Music Hall since 1933. The show’s enduring popularity is driven by the world-famous Radio City Rockettes, the longest-running precision dance company in America.
More information is available at www.msgentertainment.com
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