Director of LMS and Technical Support

POSITION: Director of Learning Management System (LMS) and Technical Support         DEPARTMENT: Human Resources    REPORTS TO: Vice President of Learning & Development   FLSA STATUS: Salaried/Exempt

 

LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues stadiums, arenas, conventions centers and theaters.

Our organization is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

THE ROLE

We are seeking a Director of Learning Management System (LMS) and Technical Support to lead the strategic management and day-to-day operations of our Litmos LMS and technical support services. This role will oversee the LMS administration, ensuring seamless user experiences, robust reporting, and system optimization, while also managing the IT Service Desk to provide top-tier technical support. The ideal candidate will have a deep understanding of Litmos LMS, including reporting, automation, and integrations, along with proven leadership in running service desks and managing ticketing systems.

ESSENTIAL DUTES AND RESPONSIBILITIES

• Oversees the IT Service Desk, ensuring timely resolution of LMS-related technical issues.
• Manages at least one direct report, providing mentorship, performance management, and professional development.
• Ability to analyze training data, generate insights, and optimize LMS performance.
• Experience in policy development, governance, and automation of LMS processes.
• Strong problem-solving skills to address technical support issues and user adoption challenges.
• Strong communication skills to collaborate with IT, HR, L&D, and leadership teams.
• Upholds high service standards, ensuring a customer-first approach in all LMS and technical support interactions.
• Demonstrates excellent customer service skills, including responsiveness
• professionalism, and proactive issue resolution.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with all Legends & ASM policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE     

• Bachelor’s degree in Instructional Technology, Information Systems, Education, or a related field (Master’s Degree preferred).
• 5+ years of experience managing an LMS, preferably Litmos.
• Strong experience in Litmos reporting, automation, and rules configuration.
• Previous experience running a service desk, including managing ticketing systems, SLAs, and escalation processes.
• Experience leading LMS administration teams and providing technical support.
• Proven ability to implement data-driven decision-making through custom reports and analytics.

SKILLS AND ABILITIES

• Expertise in Litmos LMS, including reporting, automation, and rules configuration.
• Strong understanding of SCORM, xAPI, and content management within Litmos.
• Experience with integrations (API, SSO, third-party tools like HRIS, CRM, and analytics platforms).
• Proficiency in Excel, SQL, Power BI, or other reporting tools for advanced analytics.
• Knowledge of learning technology trends, accessibility standards, and compliance