Helpdesk Manager

Welcome to Miller Sports Entertainment

We're glad you're interested in working for Miller Sports Entertainment (MSE)!

Why Work For MSE?

• It's fun! We operate the Salt Lake Bees (MiLB) and Megaplex Theatres. The sports and film industries are our passion.
• It's rewarding! Our guests love the entertainment experience, which makes our jobs even more enjoyable.
• It's exciting! We support 17 (soon to be 18) theatre locations and a new sports and entertainment district (America First Square) with the Salt Lake Bees and Megaplex Theatres as its anchor.
• Great perks! Free and discounted perks for the Salt Lake Bees and Megaplex Theatres.

What will I Do?

You will work for one of Utah’s most recognizable sports entertainment brands, with a great team, creating lasting memories for our guests and fans! 

The Helpdesk Manager oversees technical support staff and functions to ensure end users are always receiving the highest level of service possible. This includes the responsibility of managing, measuring, and reporting on all procedures related to technical support requests. It also includes leading and mentoring helpdesk staff and establishing a strong partnership with the business.

The position will:

• Lead & Mentor the Helpdesk Team
  • Hold regular 1-on-1 meetings with all team members to review personal and team goals, provide feedback on performance, and develop relationships
  • Provide resources to enable success
  • Establish and maintain a strong team culture
  • Model effective time and project management, technical proficiency, and business relationships
• Develop & Maintain End User Relationships
  • Handle formal communications with the business
  • Build and maintain effective relationships with business leadership and partners
  • Contribute to improving end user support by actively responding to queries and handling complaints
• Analyze & Improve Helpdesk Operations
  • Establish best practices for the entire technical support process
  • Ensure established service level agreements are being met
  • Develop daily, weekly and monthly reports on the team’s productivity and effectiveness
  • Determine the roadmap for the helpdesk team and ensure alignment with the organization’s desired business outcomes
• Manage & Support Technical Efforts of the Helpdesk
  • Maintain technical expertise to lead helpdesk projects
  • Coordinate with stakeholders and other teams as subject matter expert
  • Smooth service needs by managing schedules, time off and resolving tickets directly
• All other tasks as assigned

What are the requirements of the Job?

We want to give our guests the best entertainment experience possible. To do this, our jobs demand reliability, positivity, and hard work. We believe you have what it takes to make a great impact!

• Minimum of 3 years working in a helpdesk environment
• Bachelor’s degree in IT-related field preferred
• Experience in service desk management and/or technical support and escalation management
• Certifications in relevant IT products and technologies preferred (e.g. Network , Server and Security )
• Clear and effective in verbal and written communication, especially when explaining technical issues to non-technical folks
• Highly organized and able to prioritize competing tasks
• Up-to-date on new and fast-changing technologies
• Able to think critically and problem solve
• Able to handle confidential information in an appropriate manner
• Must have valid driver's license with reliable transportation and be able to get to the various company properties when needed
• Able to sit, stand, bend, walk and climb stairs for long periods of time
• Able to observe, inspect, estimate and assess
• Able to lift 50 lbs
• Must be able to accurately meet deadlines
• Must be able to work in pressure situations
• High levels of stress may be associated with this position
• Must be able to communicate in English
• Must be able to pass a pre-employment background and drug screening

Is this part-time or full-time?

This is a Full-Time role.

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.