What are the responsibilities and job description for the Manager of IT Event Support position at Houston Rockets -- Toyota Center?
GENERAL DESCRIPTION
The Manager of IT Event Support is primarily responsible for managing the technology needs of the Houston Toyota Center including but not limited to the management of venue technology projects, desktop support and day-to-day management support. The successful candidate will lead a team providing operational support to users and ensure availability, stability and security of business systems and IT infrastructure platforms. This person should be highly motivated and have excellent personality and customer service skills.
RESPONSIBILITIES:
The Manager of IT Event Support is primarily responsible for managing the technology needs of the Houston Toyota Center including but not limited to the management of venue technology projects, desktop support and day-to-day management support. The successful candidate will lead a team providing operational support to users and ensure availability, stability and security of business systems and IT infrastructure platforms. This person should be highly motivated and have excellent personality and customer service skills.
RESPONSIBILITIES:
- Administer internal procedures and guidelines to diagnose and resolve technical issues across different systems and technologies, including hardware, software, and networks for event and game day operations and technology support.
- Lead a highly capable team that provides friendly and prompt technical support for software and hardware support, assists with technology setup. Including hiring, training and developing a highly motivated team within the support group.
- Analyze, isolate, and resolve network/hardware problems. This includes but is not limited to technical, procedural, operational, and functional issues.
- Develop planning tools such as production schedules, budget tracking, timelines, event specs, etc.
- Establish, maintain, and enhance positive client relationships with event producers, concert promoters, and touring personnel, as well as all team members and internal departments
- Create, update, and close all assigned tickets in IT ticketing software promptly and with high levels of customer satisfaction. Work with the IT team to ensure efficient operation of the company’s technology environment.
- Work with concert promoters and/or production managers to thoroughly advance the event and ensure all needs are met
- On event day, be the on-site arena representative to oversee all aspects of load-in, event set-up, show, and load-out, and ensure all event needs are met while adhering to venue policies and procedures
- Develop event documentation required for each event including event details
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
- Prepare post-event summaries.
- Other assigned tasks as needed.
QUALIFICATIONS:
- Bachelor’s degree required
- Minimum 5 years’ experience
- Excellent computer skills to include high proficiency in Word, Excel, PowerPoint, Outlook.
- Must be multi-task oriented with great attention to detail and strong organizational skills
- Knowledge of office equipment, i.e. binding equipment, fax and copy machines
- Must be extremely flexible with the ability to handle fast paced environment with short deadlines and adapt to a team player environment
- Must be customer service and relationship-building oriented and demonstrate a high standard of excellence
- Must be available to work extended hours, holidays, and game nights
- Must be able to meet deadlines and follow through on project outline or strategies
- Must have a high level of decision making and accountability
- Communicate (both written & verbal) in a concise and effective manner
PHYSICAL & MENTAL REQUIREMENTS:
- The employee is regularly required to stand, sit, walk, use handle or feel, reach, kneel, crouch or crawl, communicate with others.
- The vision requirement includes the ability to review written and electronic materials in both digital and physical format.
- The employee must be able to transfer and move items for departmental needs.
- The employee must be able to adjust to changing work hours and locations as needed considering the strong focus on external communications and relationships.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
