Manager, Technology Operations - Universal Horror Unleashed

Universal Horror Unleashed is a terrifyingly unique experience that will bring haunts to Las Vegas year-round. Located at Area 15 is the heart of horror – we would love to have you haunting alongside us! With the nature of this experience comes a unique working environment. You will find yourself working in dark environments around special effects including strobe lights, fog, artificial smells, and more. The working hours will be unique, typically spanning over late evenings/nights and weekends (holidays included). This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, and a variety of other discounts and perks.  

JOB SUMMARY:

Responsible for the operation and maintenance of all desktops, laptops, tablets, POS, mobile handheld devices, software, and services 24x7/365 days for all Team Members at Universal Horror Unleashed (UHU). The Manager will also oversee troubleshooting and triage for infrastructure, such as Wi-Fi, Network, and software platforms at UHU to include ticketing and food/beverage/retail point of sale. Oversees 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 UHU operation to ensure success in this fast-paced position.  

JOB RESPONSIBILITIES:

• Leads by example and maintains key relationships with key stakeholders and internal business customers. Oversees the service requests, incidents, and problems. Manages and coordinates 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 UHU requests and incidents. Acts as site lead for compliance working partnership with NBCUniversal and other UDX teams.
• 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.
• Reviews 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.
• Provides weekly status reports to Digital & Technology management 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.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY:

• Supervises an Exempt team

ADDITIONAL RESPONSIBILITY:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Job requires 24x7 support, either on-call and/or on-site. Regular on-call rotation duty is expected.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Experience in service management capacity and IT technical support including network and Wi-Fi support.
• Experience in facilitating and leading software asset management programs.
• Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
• Working knowledge of computer networks, wireless networks, Internet services, etc. and computer hardware, PCs, MACs, P