Venue Technology Supervisor – Yankee Stadium

ASM Global•New York, NY

18h•$28 - $32•Onsite

About The Position

LEGENDS GLOBAL Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues. The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you. Join us! The Role: This role will be based at the Yankee Stadium in the Bronx, New York, where Legends provides Retail and Food & Beverage services. Reporting to the Venue Technology Manager, The Technology Supervisor will be the principle point of contact during all events to support the technology that Legends uses to provide client experience and hospitality services. This role will be required to work a non-standard work schedule, including supporting most events held at the facility, including nights and weekends, and will act as a liaison between the system end users and service providers to resolve all systems issues. The Technology Supervisor will also be required to support additional Legends venues in New York City as required. Primary Position Purpose: The person in this position will be expected to supervise a small hourly team on event days, ensuring they are always effective in their functions. Collectively, they are responsible for the smooth running of Legends’ operations during an event. To achieve this, the supervisor is expected to have the right balance of technical knowledge, team building, client focus, customer service and training/mentoring skills. In their supervisory capacity, the person is expected to correlate events to the correct staffing needs and work with the Operations teams to ensure that the schedule is done to provide coverage accordingly. Although not solely a technical role, hands on familiarity with POS solutions, desktop computers, and other end user devices and systems are desired. This position will be expected to play a role in the overall Legends support team. They will be expected to maintain support logs, taking the time to identify areas of improvement, repetitive issues and/or items where work around was implemented and a more permanent solution is needed. The Technology Supervisor will assist the Legends Service Desk in supporting back-office systems and hardware.

Requirements

Associate’s degree or equivalent combination of education and related experience and/or training
Two plus years of working with and supporting POS systems
Two plus years of supervisory experience required
Excellent interpersonal, written, and oral communication skills required
Must be detail oriented, organized, and responsible.
Strong customer service and presentation skills.
Able to motivate themselves and a team to work together in the most efficient manner.
Eagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the systems they manage.
Able to analyze user needs, problem-solve and reach acceptable solutions.
Able to perform effectively with supervision, either independently or as a team member.
Comprehensive knowledge of POS, printers, peripherals and desktops/laptops and PC applications.
Good understanding of network troubleshooting including TCP/IP, VLAN’s, and wireless.
Experience working with managed service providers.
Able to maintain confidentiality of information and systems.
Knowledge of security, compliance requirements and practices.
Must be able to sit, stand, walk or a combination of the three for up to 10 hours a day.
Ability to lift up to 10-30 pounds, occasionally 50 pounds.
Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as are necessary or desirable to meet business needs
Must be available and willing to work a non-standard work schedule including weekends and holidays as are necessary or desirable to meet the business needs

Nice To Haves

Associated Degree in a technology related field preferred
CompTIA A+ or Network+ certification desired
2+ years of working with and supporting a POS system
2+ years of Service Desk support
2+ years of working with and supporting TCP/IP networks and performing wireless support
2+ years of hands-on experience using Windows 10/11 Professional operating systems
2+ years of Microsoft Office and/or other packaged applications required
2+ years of working with and supporting Samsung or Apple tablets
2+ years of working with and supporting audio/video equipment
2+ years of providing technology training and mentoring others
Some incident management experience required

Responsibilities

Provide level one and two POS (Point-of-Sale) support for all system problems and manage the escalation of these problems with inside and outside service providers when necessary
Maintains a high level of support and client satisfaction at all times
Prioritize time sensitive requests and make smart decisions to ensure minimal internal or external guest impact
Ensures all known issues are ticketed and addressed via the Service Desk. Known issues and break-fixes implemented shall be documented and shared with the respective IT groups.
Produces post event reports, highlighting successes, challenges with proposed solutions, and outstanding issues. These will be shared and supported along with the larger technology team
Understands support contracts and internal support options. Follows standard procedures to rapidly resolve issues
Verifies that reported issues have been fully addressed; checks to ensure expected functionality has been resumed
Assists with regular preventative maintenance and cleaning
Assists with inventory and asset management
Communicates with Legends technology team members to ensure they are well informed and trained to support the equipment at the venue
Assist the Operations teams to ensure they are effectively utilizing the provided technology
Recommend further user training to the operations managers as appropriate
Responsible for communicating, promoting and adhering to IT standards
Manage the pre-event facility walk-through to ensure all systems are operational prior to and during events
Ensure that replacement of defective hardware is completed before, during, and after events
Maintains a thorough knowledge of the organization and adheres to all organizational standards.
Work with third-party vendors to support multiple POS solutions
Other duties as assigned.