Director Enterprise Service Desk

US-NY-New York
Requisition ID
17-7665
Division
Technology
Functional Area
Information Technology

Overview

The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences.  The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; The Chicago Theatre; and the Wang Theatre in Boston.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA); two development league teams -- the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and one of the leading North American esports organizations, Counter Logic Gaming.  In addition, the Company features popular original entertainment productions -- the Christmas Spectacular and New York Spectacular – both starring the Radio City Rockettes, and through Boston Calling Events, produces outdoor festivals, including New England’s preeminent Boston Calling Music Festival.   Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, The Stanton Social, Beauty & Essex and Vandal.  More information is available at www.themadisonsquaregardencompany.com

EEO Statement

At MSG 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, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.

Responsibilities

The Director Enterprise Service Desk is responsible for providing exceptional vision and leadership to a team of Technology professionals who are responsible for providing end user technology support services. This position will lead a team to providing exceptional customer service to all internal MSG employees within the Corporate offices and our World Class Venues.

 

The Director is also responsible for end-user computing engineering, account provisioning and management, on-boarding/off-boarding of employees, end-user computing procurement / equipment management and IT SOX/compliance. This position requires strong problem solving skills and must ensure both operational stability and end user satisfaction. The Director interacts with all areas of leadership in Technology to further refine, optimize, and transform technology services. The Director must strive to create a positive work environment and actively work to create strong business and staff relations

  • The function will manage the oversight of system administration supporting all applications, technologies, network system components, and IT compliance oversight and tracking for company
  • Create process and procedures which allows for the analysis of service requests in order to analyze trends and recommend long-term solutions and risk reduction plans. Also ensure appropriate escalation communication plans are in place to share with key stakeholder's important information about system maintenance, changes, events, and addresses concerns regarding any aspect of the services
  • Drive and implement continuous process improvements
  • Create and instill a Customer Service focus into the everyday workings on the support team and encourages cross departmental collaboration
  • Supports the Technology organization in its relationship building with internal clients by establishing effective working relationships and collaboration across teams
  • Apply operational oversight to processes and procedures, including any dependencies on vendors, service providers, various business contacts and/or internal stakeholders
  • Will work closely with the Venues tech support function in its support of our Venues systems and technology
  • Appropriately schedule and resource the team to achieve and maintain operational stability; manage on-demand resources to ensure the right staff is in place during peak periods. Enable and ensure round the clock coverage across all MSG venues and office locations.
  • Actively participate in the daily operational activities/provide day-to-day support, proactive maintenance, and perform independent and complex system troubleshooting.
  • Actively participates in quarterly forecast and annual budgets planning and meetings as well as manages and reviews operational budget monthly

Qualifications

  • 8+ years` experience in an Information Technology service management/leadership role focused on the support of end user technology systems, operations and customer service excellence
  • Experience in the support and management of multi-site IT support operations
  • Experience designing, implementing and improving core operational KPIs within a technology support team
  • Ability to research and troubleshoot IT issues and products, and present ideas in business-friendly and user-friendly language.
  • Advanced interpersonal skills to engage with direct reports, peers, customers and senior management to achieve excellent partnership and results
  • Demonstrated ability to present and discuss technical, functional information in a clear and concise way that explains the issues at hand, including presenting options for the team to discuss for problem resolution
  • High level of technical aptitude in the latest end-user computing platforms
  • Highly creative leader and flexible team player with a high level of energy and commitment to excellence
  • Experience of ITIL / ITSM essential, certifications prefered

Education

Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.

Educational requirements may differ from job to job based on the role.

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