Senior Manager, Museum Technology Support

National Geographic•Washington, DC

6d•$123,500 - $130,000•Onsite

About The Position

The Senior Manager, Museum Technology Support, focused on customer experience, operational uptime, and process improvement, manages a technical team responsible for configuring, securing, deploying, administering, and supporting hardware and software for the Museum's ticketing, retail point-of-sale (POS), and other related systems. In collaboration with the Museum team, the Senior Manager develops processes for delivering world-class technical support with an emphasis on the reliability of revenue-generating operations and exceptional guest service. The position requires hands-on technical experience to work collaboratively with internal colleagues, external consultants, and vendors to implement and support solutions that meet the Museum's business goals and are consistent with security policies and industry best practices, including PCI compliance. This role will foster a culture of teamwork, operational discipline, and a customer-centric focus. Leadership responsibilities include collaborating with staff, service providers and vendors, mentoring team members, reporting effectiveness against defined metrics/KPIs, and ensuring a cycle of continuous improvement.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
7+ years of related experience.
At least three years of employee supervision experience, preferably of technical support or systems engineering positions, in addition to five years of experience performing hands-on work supporting enterprise ticketing, point of sale, hospitality, or similar systems.
Extensive experience supporting revenue-generating IT systems and related hardware, including: computer equipment (Mac, Windows, and Android), network connectivity, POS terminals, self-service kiosks, payment card readers, barcode scanners, and receipt printers.
Experience with enterprise-level ticketing and POS software platforms or similar systems, including a strong understanding of API technologies for integrations with other critical business systems
Knowledgeable of best practices for deploying and supporting end-user devices and critical systems in a high-volume, public-facing environment.
Experience managing the operational service levels of enterprise systems, utilizing service level objectives and KPIs.
Strong understanding of PCI Data Security Standard (PCI-DSS) requirements.
Excellent oral and written communication skills.
Strong customer service, troubleshooting, and problem-solving skills are a must.
Ability to interact positively and productively with teams across organizational lines.
Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.

Nice To Haves

Certifications and equivalent experience in related areas will be considered.
Experience in a museum, cultural institution, hospitality, or retail environment is strongly preferred.
ITIL certification and/or experience with IT Service Management is a plus.

Responsibilities

Monitors the daily operations of all ticketing and POS systems, ensuring maximum uptime and reliability during business hours.
Manages the technical team responsible for providing real-time support of critical Museum business systems, while leading or delegating assigned projects, including system upgrades, hardware deployments and new feature rollouts, in collaboration with Museum staff and other IT teams.
Establishes and measures KPIs and SLAs to measure system performance and support effectiveness, presenting regular reports to department leadership, while developing continuous improvement initiatives to enhance system performance and the end-user experience.
Ensures all processes, hardware, and systems adhere to information security policies, particularly the PCI Data Security Standard (PCI-DSS); and Provides hands-on support during normal operations, critical periods, major events, or in a backup capacity for staff.
Provides leadership, technical guidance, and coaching to staff, mentoring the team to maintain a focus on customer service, operational excellence, and innovation.
Creates the support team’s work schedule to ensure technical coverage during Museum operating hours and other designated times, including working as lead engineer for designated shifts.
Represents the team in technology projects and working groups, providing subject matter expertise, and performs assigned ITIL leadership roles related to incident management, change management, problem management, and major incident management.
Reports on critical strategic and tactical issues relevant to ticketing and POS operations and presents recommendations to management.
Collaborates across IT and with Museum operational teams in the evaluation and implementation of new functionality, systems and services.
Recommends and oversees service level objectives, vendor services, and system lifecycles for all ticketing and POS hardware and software, and works with administrative teams on statements of work and other vendor performance management activities.

Benefits

medical, dental, and vision insurance
engaging and comprehensive wellness program
401(k) retirement savings plan with matching contributions after 6 months of employment
flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave
12 paid holidays and a paid winter break between December 25 and 31
paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits
learning and development opportunities
Lifestyle Spending Account
pet adoption assistance and insurance
pre-tax transportation benefits with a generous employer subsidy
employer-paid life insurance and disability benefit
a variety of National Geographic discounts and perks