• Lead IT Service Management

    Job Locations US-NY-New York
    Requisition ID
    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.


    This position will be responsible for Information Technology Service Management (ITSM) initiatives.  Responsible for providing professional, proactive, customer-focused and responsive support for IT systems located at all company properties, including Madison Square Garden, Radio City Music Hall, Beacon Theatre, Chicago Theatre, The Forum and any new properties. This support includes application systems administration and configuration, technology procurement processing and systems security review and monitoring.  The position requires a person to have a “hands-on” attitude, a customer service focus, as well as a managerial responsibility and presence to ensure efficient and effective departmental operations. 

    This position is highly visible and collaborative in supporting technology (network, system, mobile phone) setup, including explaining security rights and privileges to senior management to ensure access is appropriate and approved by the proper management level. This position is responsible for utilizing ITSM platforms to enhance quality, speed a reliability of IT the Enterprise Service desk deliverables and capabilities using ITIL frameworks. This position will also assist in the creation and implementation of processes based on ITIL/ITSM best practices, design, development, upgrades, enhancements and customizations of different modules of ITSM suite. Manage overall Incident and Problem management flow processes and build new templates. Help automate day to day business processes using ITSM applications. This position is also the gatekeeper of all company system access and works on highly confidential actions regarding terminations and company investigations. Must possess the ability to lead others in high-demand situations, as well as managing group interactions.


    • Drive technology infrastructure and support practices to “current state to future state” with a focus on “Best in Class” customer service
    • Evaluate systems and process performance, processes, and/or applications
    • Optimize and discovery of patterns and troubleshooting processes across desktop and network technologies in efforts to create best practices processes within ITIL frameworks.
    • Service Now design, workflow creation and Automation within Service Now
    • Delegating tasks and responsibilities while also Supervising people and processes
    • Review existing processes and develop strategies to increase performance; adept at defining performance indicators
    • Develop technical framework for implementing discovery and service mapping to support operations management
    • Expertly manage the needs of the business and following up with requests and ensuring that SLA’s are not breached in efforts to improve process and create documentation (i.e., run books, execution plans, wikis)
    • Review all new hire access requests, interact with the vendors and IT support teams for designing security solutions, completes all changes/transitions/promotions, terminations, etc. Must also provide clear evidence of approvals and timely follow-up to ensure MSG annually meets all SOX controls.
    • Provides advice and guidance on IT systems security and configuration items related to approval and quarterly auditing and review of all security access controls.
    • Manage the Organization vendor accounts, mitigate risks, create process controls, assist with minimizing business disruption, and performs a quarterly audit review.
    • Includes risk controls when managing user access and using security best practices for all Sox-critical and non-Sox critical apps. Maintain detailed procedures, work instructions, and advise on improvements. The accuracy for record keeping on IT User Add Change forms used for On Boarding and Permission Changes, and other processes is key because they will be subject to in depth audits.
    • Work cooperatively and communicate effectively with the MSG IT Venue Systems, Program Management, Enterprise Technology, Administrative and Business System teams who are responsible for venue systems, business analysis, project management, network, server and database infrastructure, custom application programming and key integration to HR and financial systems.
    • Effectively market IT capabilities, services and strategies both internally and externally and develop initiatives to improve the IT department’s image and its ability to deliver value-added services.
    • Participate in business management meetings and understand critical business needs; input the same into the IT planning process.
    • Monitor business system performance through the use of metrics and statistical process control methods
    • Maintain data security/control environment and IT business continuity/disaster recovery plans
    • Stay current with IT and business world technology, and remain highly


    • A minimum of 7 years’ experience in a medium to large sized enterprise environment
    • 3+ years of experience of ServiceNow administration/developments
    • 3+ years of experience in IT Service Management process design
    • 2+ years of experience with Active Directory and O365
    • Thorough understanding of ITIL/ITSM Life Cycle
    • Thorough understanding of Service Now Ticketing System
    • Experience with Active Directory, O365, Win 10 and Oracle
    • Thorough understanding of operating systems such as Windows and MAC OS
    • Focus on improving the overall control environment, ensuring efficiency, effectiveness, and compliance with appropriate regulations
    • Documentation of internal controls for processes, systems, reports in accordance with internal auditing and government mandated standards, Sarbanes Oxley Process Flows, Configuration Specifications, Security/Access Forms, Configuration and Security Update procedures and Application Security Check List for new systems
    • Partner with the business and provide guidance and controls expertise on the preparation and or update of control documentation
    • Coordinate with Internal Audit Department as needed in an effective and efficient manner
    • Actively monitors logs for various systems to ensure PCI compliance
    • Comprehensive knowledge of PCI, PII, SOX
    • Familiarity with industry and government compliance issues in regard to the technology sector
    • Experience providing technical consultation and guidance to business units regarding hardware for procurement purchases
    • Ensures any non-standard equipment is reviewed and approved by Management.
    • An ability to present and discuss technical, functional information in a clear and concise way that explains the issues at hand. Also presenting options for the team to discuss for problem resolution.
    • Flexible working style, able to quickly adapt to diverse and changing environments and timelines.
    • Highly creative and flexible team player with a high level of energy and commitment to excellence.
    • Strong written and verbal communications skills with an ability to create business correspondence, as well as the ability to communicate effectively at all levels of the organization including senior management levels. The ability to effectively translate complex technical issues into clear and concise business terms.
    • Analytical, problem-solving and conceptual skill
    • Highly organized and detail oriented
    • Ability to work independently
    • Strong interpersonal skills
    • Ability to handle multiple tasks in a fast-paced environment
    • Bachelor’s degree preferred
    • Strong management skills
    • Track record in achieving results
    • Behavior consistent with MSG values


    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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