JOB SUMMARY:

The Senior Manager, Technology Operations provides technology leadership for all aspects of the on-site technologies and leads the on-site team of D&T resources. In this role, the Sr. Manager will oversee the operations and maintenance of all desktops, laptops, tablets, POS, mobile handheld devices, software, and services 24x7/365 days for all Team Members. The Senior Manager will also oversee troubleshooting and triage for infrastructure, such as Wi-Fi, Network, and software platforms to include ticketing and food/beverage/retail point of sale/hotel technologies. Manages all processes related to the identification, prioritization, and resolution of end user support requests, including the monitoring, tracking, and coordination of support functions. Responsible for managing client expectations, developing team, and meeting defined metrics. Proactively communicates with Digital & Technology leadership to best support the operation to ensure success in this fast-paced position.

MAJOR RESPONSIBILITIES:

• Maintains key relationships with key stakeholders and internal business customers. Oversees the service requests, incidents, and problems. Leads urgent and complicated support issues and incidents. Monitors and manages the ticket queue and remains hands-on to participate in escalated calls as needed. Acts as the escalation point for all requests and incidents. Acts as site lead for compliance working partnership with NBCUniversal and other UDX teams.
• Leads and performs troubleshooting, root cause analysis and communicates appropriately to stakeholders. Oversees solutions ensuring top quality solutions are available to staff. Develops quality goals, performance expectations and metrics to measure the team’s performance. Mentors Team Members to develop them professionally in their job role. Advises management with regards to situations that may require additional client support or escalation with Digital & Technology partners. Collaborates with site leadership on priorities and process improvement goals.
• Provides weekly status reports to Digital & Technology management and site leadership and leads monthly executive reviews with D&T and site leadership. Ability to be a creative thought partner with business stakeholders, service providers, and related technology teams. Provides creative technical solutions for all aspects of support activities and projects. Maintains confidentiality of sensitive information such as financial, personal data and future initiatives.
• Analyzes feedback to improve services, tools and supports experience. Supports network, wireless and hardware including but not limited to PCs, MACs, POS, handheld equipment and various hardware platforms. Performs initial troubleshooting and triage for infrastructure and software issues. Schedules employees team member's work times and provides backup support on an as needed basis. Interacts with internal and external customers to ensure a smooth operation.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

Bachelor's degree in Computer Science, Information Technology, or related field is required.

EXPERIENCE:

• 7+ years of experience managing software and hardware is required,
• 3+ years of leadership is required;
• or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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