NBA Technical Support Lead

SMT•Secaucus, NJ

44d•Onsite

About The Position

Are you a basketball fan? Do you have experience leading teams? Do you enjoy solving problems and working with customers to exceed their expectations? If you answered yes to these questions, we've got a great opportunity for you to kickoff your career with SMT as an NBA Technical Support Lead. As an NBA Lead, your position requires that you are in the office supporting support representatives, technicians and the client's needs. You will work day, and MID (Night) shifts throughout the year for NBA, GLeague, BAL and WNBA seasons to supervise and support Help Desk technicians. You will ensure that our support group team has all the training, materials and documentation to perform their duties. Additionally, your role will provide tier 2 support while in the office and on-call when not in the office. Communication is key with this position, as you will be a trusted point of contact for our clients, keeping them updated on the status of our systems and communicating any issues. This position requires availability to work nights, weekends and holidays, and will report on-site to the NBA office in Secaucus, NJ.

Requirements

Any equivalent combination of education and experience which provides the candidate with the knowledge, skills and abilities required to perform the job.
Associates degree in Software and/or Systems Support or Project Management, or 3+ years of experience in Software/Systems Support
Minimum of one (1) year of experience in leading a team, including project management
Knowledge of computer hardware, software, and Windows OS
Excellent attention to detail
Strong Basketball rules knowledge
Strong verbal communication and interpersonal skills
Open availability (must be available to work daytime, night, weekend, and holiday games)
Strong technical troubleshooting skills required
Understanding of broadcast graphic systems, connectivity and terminology.
Ability to:
Quickly process feedback from the system and adjust in real time
Work well under pressure and complete tasks on time
Follow daily checklists and other written procedures
Works independently and without direct supervision
Resolves complex technical issues o Travel 3-4 weeks per year
Provide events support during the off-season and when needed
Must be reliable in execution of assigned tasks and detail oriented
Must be dependable in terms of punctuality and task performance efficiency
Able to complete assigned projects and assignments in a timely manner
Can obtain a passport, or other authorization into various worldwide locations

Nice To Haves

Previous training coordination and/or instruction preferred
Previous supervisory experience and interviewing skills highly preferred

Responsibilities

Oversees all daily/nightly Help Desk activities including NBA Help Desk technicians and communications with SMT staff, NBA Staff, NBA Data Clients and Broadcast
Provides system support for all SMT Basketball deliverables
Collaborates with the Department Manager/Director to create the support schedule
Required to perform all NBA tech duties as well as work some of the shifts
Works directly with technicians to ensure that our services are delivered successfully
Creates and continues an open communication platform with SMT and NBA personnel
Communicates with NBA and Team staff on-site for verification of NBA SSCS deliverables
Performs system maintenance, when necessary
Troubleshoots system components including computers, cameras, cables, printers, networks, and SMT software
Tests all NBA related hardware and software, diagnoses problems and recommends solutions for debugging
Updates and keeps track of software bugs, releases and testing using software reporting tools
Assists Department Manager/Director with performance evaluations for Support Technicians Performs other duties as assigned