Manager, Tech Support

How We LEAD

Universal Music Group is hiring a Tech Support Manager to provide day-to-day management of the Tech Support team, providing professional and timely support for a wide range of technologies, software, and conference systems. The role requires excellent technical and interpersonal skills as well as a commitment to supporting our team values: being of service to our clients, having a passion for our work, exemplifying integrity in all that we do, and acting with courage by doing the right thing for our clients and business.

How You'll LEAD

• Manage a team of skilled Support Technicians to provide support for a range of technologies, including Microsoft Windows and Apple Mac systems, across the UMG (Universal Music Group) business units.
• Escalation support for the teams in helping diagnose and solve hardware or software faults and troubleshooting technology issues.
• Build strong business, inter-team relationships.
• Maintain the support operations capability according to strict SLAs, OLAs, and KPIs.
• Ensure teams adhere to Technology processes and procedures whilst delivering a memorable end user experience.
• Manage and monitor day to day Tech Support tasks, incidents, and escalations.
• Provide day to day technical support when and where appropriate.
• Carry out any other reasonable instruction as directed by the regional support leader.
• Manage and schedule team onsite/remote support rotations, holiday, holiday coverage, etc.
• Coach and mentor direct reports in both personal and team accountabilities as well as career paths.

VIBE

• Strong interpersonal skills and the ability to work effectively across all levels of an organization and handle each request with discretion, tact, diplomacy, and patience.
• Technical knowledge of Information Technology Services Management tools (e.g., ticketing systems, reporting & survey management).
• Analytical / technical problem solving and troubleshooting skills across a wide range of technologies.
• Strong knowledge of Apple, Windows, O365 products, build and config via SCCM/Intune/JAMF.
• Proven troubleshooting skills ranging across multiple disciplines, software, and hardware, etc.
• Understanding of networking and network troubleshooting.
• Familiarity with AV and video conferencing standards, practices, and technology.
• Good knowledge of ServiceNow functionality.
• Respond within agreed time limits to incidents and service requests.
• Work continuously on a task until completion (or escalating to another group where appropriate).
• Manage multiple cases with changing priorities.
• Establish a good working relationship with customers and colleagues within Global Tech.
• Represent Global Technology with professionalism and always demonstrating Global Technologies values.
• Strong oral and written communication skills.
• Able to travel to other locations, if required (company expense reimbursement policy applies).

Perks

• Comprehensive medical, dental, and vision coverage.
• Including 100% coverage for out-patient in-network mental health services.
• Fertility coverage for eligible medical plan participants.
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year).
• Student Loan Repayment Assistance and Tuition Reimbursement.
• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution.
• A variety of ways to prioritize much-needed time away from work including: Flexible Paid Time Off (PTO) for exempt employees, 3-weeks PTO for non-exempt employees, 2-weeks paid Winter Break, 10 Company Holidays (including Juneteenth and Wellbeing Day), Summer Fridays (between Memorial Day and Labor Day).

Disclaimer

• This job description only provides an overview of job responsibilities that are subject to change.
• Universal Music Group is an Equal Opportunity Employer.
• We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.
• Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.
• For more information, please click on the following links.