Local IT Support Lead

THE ROLE

The IT Support Lead’s primary focus is to provide hardware and software support plus general IT assistance and advice to Live Nation Entertainment staff based in venues and offices across the business.

The role requires technical skill to ensure that IT incidents and service requests are being efficiently resolved, with an emphasis on creating a proactive and continually improving environment.

Working within the IT Support Team, and closely with the wider IT groups, the leads are expected to respond to requests for assistance (incidents and requests) from internal customers via multiple channels, including walk-up and Online Support requests as well as act as an escalation point for more complex issues before strategically handing those tickets off to Tier 3 or external support.

Leads are expected to respond to requests for assistance from internal customers or those referred by Online Support, ensuring that they are dealt with in a pleasant, professional, and timely manner, as well as contributing to the wider operation of the LNE IT framework.

In addition to performing operational and maintenance activities they will log all calls received and keep them updated, ensuring status monitoring is accurate.

They are expected to efficiently manage time between primary job function and a specialist and secondary responsibilities, including tasks related to event management and office buildouts.

The leads are responsible for monitoring trends and resourcing issues. When appropriate, they should create centers of excellence within the team to be able to better serve our customer base such as Executives and joint venture partners.

This role is based in our key corporate offices but may occasionally require support visits to other locations within the LNE business with Director approval.

WHAT THIS ROLE WILL DO

Resolve tickets (IT incidents and requests) according to LNE procedures.

Ensure that ticket queue for Live Nation customers is actively managed to ensure correct ticket prioritization, minimize backlog and achieve SLAs / KPIs

Act as an escalation point for service exceptions.

Create & maintain documentation for core applications across all tiers of support.

Engage in problem management to analyze service characteristics / trends and thus propose and deliver service improvement.

To complete all relevant administration tasks to help towards more efficient team working, such as call logging, calendar entries, time management & knowledge transfer.

Ensure desktop technology compliance with LNE standards and policies.

To perform operational and maintenance activities on printers, conference rooms and networks in accordance with procedures provided by the relevant team Manager.

To advise customers & fellow IT team members on Best Practices particularly in the retention of data, email and Internet usage and application of desktop software.

Participate in projects relating specifically to desktop technology applications and audio-visual.

Assist in transforming this tier 1 & 2 based support function from a reactive to proactive and customer-centric team.

Build positive relationships with key Live Nation and IT stakeholders to align service needs to business need.

To complete other project led or technical duties as appropriate.

To treat all customers and colleagues with respect and to demonstrate a commitment to Live Nation Entertainment’s Equal Opportunities Policy.

WHAT THIS PERSON WILL BRING

Practical experience in IT service and support e.g., Active Directory user and device maintenance, incidents and service request management working to SLAs.

Broad IT technical knowledge (infrastructure, desktop, security, compliance, basic networks and backup / DR.

Knowledge / application of IT service delivery

Practical support knowledge of current operating systems including Windows 10-11 / Mac OS.

Support knowledge of applications including Druva, Zoom & Zoom-Phone, Okta, Box, Google Suite, Lucid Chart, Lucid Link, Slack, Zendesk, Office-Space, Smartsheets, Asana & the O365 suite.

Self-motivated, enthusiastic, confident, and personable.

Contribute to the team's overall efficiency by consistently managing and resolve a minimum of 50 tickets per week with documentation on how complex issues were solved.

Good understanding of Audio-Visual technologies including Zoom, DTEN, IPTV, Digital Signage, & Crestron

Strong communicator verbal and writteN

A positive attitude, with drive for achievement and continuous improvement.

Demonstrates strong service ownership and a proactive attitude.

Complete regular knowledge transfers to other team members

Manage escalated issues with a strategic and solution-oriented approach.

Demonstrate expertise in resolving unique challenges beyond standard support tickets.

Excellent customer / stakeholder / colleague relationship skills, including conflict management.

Customer focused, and able to deal effectively with challenging customers.

Adaptable to shifting priorities, high pressure demands and tight timelines.

Ability to lift a minimum of 50 pounds, adhering to occupational safety standards.

Driving license would be useful but not essential.

BENEFITS & PERKS

Our motto is Taking Care of Our Own’ through 6 pillars of benefits :

HEALTH : Medical, Vision and Dental benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)

YOURSELF : Generous paid time off policy including paid holidays, sick time and paid days off for your birthday, Free concert tickets

WEALTH : 401(k) program with company match, Stock Program

FAMILY : New parent programs & support including caregiver leave and childcare cash, infertility support

CAREER : Tuition reimbursement, student loan repayment internal growth and development programs & trainings

OTHERS : Volunteer time off, crowdfunding network

Live Nation’s policy regarding vaccinations and masking related to a pandemic or other infectious disease control measures, acts of God, health and safety mandates and / or restrictions imposed by applicable local, state or federal governments has evolved over time.

Currently, we strongly encourage employees to be fully vaccinated from such infectious diseases for which vaccinations are available.

You are expected to follow Live Nation’s health and safety protocols and policies as they change from time to time