IT Support Operations Senior Manager

SUMMARY: The IT Support Operations Senior Manager will be responsible for managing the operations of our end user-based community across all TKG operating companies. This individual will lead all initiatives associated with identifying opportunities to gain efficiencies, cost savings and better business outcomes as it relates to end-point computing and printing devices.

DUTIES AND RESPONSIBILITIES

1. Lead and manage the IT helpdesk and support team, including hiring, mentoring, training, performance evaluations, and ensuring appropriate scheduling and coverage for a 24x7 operation.
2. Design, maintain, and manage desktop and laptop system images for both Windows and Mac environments in collaboration with the broader IT team.
3. Oversee service delivery within ITSM platforms, ensuring adherence to SLA standards, effective hardware and software inventory management, and timely remediation of system vulnerabilities.
4. Manage daily operations of support teams, ensuring appropriate staffing for ticket triage and escalation, delivering strong customer service, resolving service and problem requests promptly, managing VIP support needs, and leading weekly ticket review meetings with key technology departments to drive issue resolution and report on ITSM metrics.
5. Develop and maintain operational documentation, including standard operating procedures, checklists, system standards, and protocols.
6. Oversee external IT Site Managers across IFP, RWG, RWCB, GAP/PSL, the Patriots, and other subsidiaries to ensure consistent adherence to security standards and SOPs.
7. Maintain and support POS environment for Gillette Stadium operations.
8. Manage the Verizon account and handle acquisition, disposition, and lifecycle management of phones, iPads, MiFi devices, and related hardware.
9. Oversee enterprise-wide Move/Add/Change (MAC) activities and ensure proper documentation of device changes in accordance with change control procedures.
10. Conduct pre-event system walk-throughs, verify the readiness of equipment and technology, and coordinate day-of-event support teams.
11. Monitor and analyze operational reports to identify trends, measure performance, and develop business or technical solutions that improve service delivery.
12. Review and follow established TKG best practices, policies, and procedures; recommend and implement updates as business needs evolve.
13. Meet regularly with management and production staff to identify operational issues, propose solutions, and drive efficiency improvements supported by clear plans and cost estimates.
14. Communicate performance metrics, operational insights, and improvement opportunities across all levels of the organization to promote a culture of continuous improvement.
15. Manage and support technology projects and operational initiatives, including resource estimation, stakeholder expectation management, and delivery of progress reports, proposals, requirements documentation, and presentations.
16. Participate in rotation of event coverage. Participate in and manage on-call coverage rotation/escalation
17. Special projects and assignments as business dictates
18. Responsible for the creation, maintenance and control of all personal identifiable information (PII) or any other information protected by Confidentiality and Privacy Standards see Mass Regulations on Personal Identity Regulations and HIPAA.

SUPERVISORY RESPONSIBILITIES

• Helpdesk Technician (4)
• IT Site Manager (2)
• System Engineer

SKILLS AND QUALIFICATIONS

• Bachelor's degree in Information Technology or relevant experience
• 7+ years of experience in support management/operations based functional areas.
• 7+ years of supervisory experience supervising a team and function
• Experience with ITSM and ITIL concepts
• Results-driven and detail-oriented
• Accountable self-starter with exceptional interpersonal and communication skills.
• Strong computer and troubleshooting skills and experience
• Must have attention to detail and focused concentration.
• Must be able to learn new tasks and complete tasks independently.
• Must be able to make timely decisions in the context of the workflow.
• Must possess strong organizational skills, ability to multi-task and responsiveness.

PHYSICAL DEMANDS

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• The noise level in the work environment is usually moderate
• Fast-paced office environment
• On-call and event coverage availability.

CERTIFICATES, LICENSES, REGISTRATIONS

• Microsoft Certified Solutions Expert (MCSE) preferred.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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