Manager, Tech Support

Universal Music•Santa Monica, CA

7d•Hybrid

About The Position

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. How we LEAD: Universal Music Group is hiring a Tech Support Manager providing technical support is to provide day-to-day management of the Tech Support team providing professional and timely support for a wide range of Technology, 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. The role requires interpersonal skills to complement the technical knowledge and skills required, it requires someone who can empathize with the and Tech Support and Service Desk teams' perspective and simplify technical information and instructions, a sense of urgency and a strong desire to provide outstanding service. An elevated Level of Technical expertise is required for the role; this should be demonstratable by certification or equivalent experience in a similar environment. The service provided is high visibility front line and remote support end user support at our offices or via hybrid working but may also cover other locations and offices as required.

Requirements

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
Strong oral and written communication skills
Ability to travel to other locations, if required (company expense reimbursement policy applies)

Responsibilities

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 adheres 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 .
Management and Scheduling of team onsite/remote support rotations, holiday, holiday coverage, etc
Coaching and mentoring of direct reports in both personal and team accountabilities as well as career paths
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

Benefits

Comprehensive medical, dental, and vision coverage
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
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)
Generous paid parental leave for every type of parent