Supervisor, Executive Support Technician

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 You'll LEAD:

The objective of this role in addition to providing technical support is to provide day-to-day management of the Execuitve 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 executives, EAs 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 with the company’s most senior leaders.  Trust, empathy and discretion are key. 

How You'll CREATE:

• Provide leadership, direction, and oversight to the executive support technicians. 

• Work closely with the Manager and Director of Tech Support to set department objectives, track progress, and ensure alignment with organizational goals. 

• Coordinate and manage the daily operational activities of the tech support team, ensuring efficient workflow and prioritization. 

• Troubleshoot complex technical issues related to workspace technologies including hardware and software problems. 

• Oversee the setup, provisioning, and support of Mac and PC hardware for the company’s most senior leaders. 

• Educating leaders on how to use UMG’s approved collaboration and communication tolls. 

• Ensure user access and permissions are enabled and appropriate for the executive team. 

• Support the investor relations earnings and investor calls, including traveling to other locations. 

• Monitor team performance metrics, prepare performance evaluations, and identify opportunities for team development and training. 

• Maintain clear documentation of support processes, issues, and resolutions. 

• Ensure adherence to established IT policies and procedures. 

• Continuously evaluate and implement process improvements to increase efficiency and customer satisfaction.