Director, Technology Help Desk

Monumental Sports & Entertainment - Director

Washington · DC

Other (consulting, membership, non-profit, real estate): Other

week ago

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Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Championship Washington Mystics, NBA G League’s Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor.

In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals’, Wizards’, and Mystics’ games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises.

In addition to Capital One Arena – a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University’s campus).

In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook. The space now also boasts a destination culinary experience, Guy Fieri’s DC Kitchen + Bar.

MSE opened “District E powered by Ticketmaster” in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

You will provide first-class customer service and value for our fans.
You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
You will innovate. We are nimble and first to market. We are not averse to risk.
You will have fun. We are in the business of happiness.

Position Overview: The Director, Technology Helpdesk is responsible for the frontline Tier 1 support staff that provides solutions for internal and external customers across multiple corporate verticals. The main objective of the role is to lead the support team and provide rapid resolution to common office functions and real time event technology issues. This role is critical to our continued passion of continuous improvement and innovation, while ensuring system security is an integral part of system design, deployment, and operation.

Are you a strong teammate who is experienced in providing solid technological support at an enterprise level? We'd love to hear from you!

Responsibilities:

Provide senior leadership to support staff and peers of the Technology organization to develop total ownership of issue resolution.
Monitor support ticket volume, actively assigning priority and staffing to resolve issues judiciously.
Provide reporting and analysis of support tickets to determine methods to improve SLA.
Lead the documentation/creation and training of standard operating procedures to ensure process is adhered to across various disciplines in Technology group.
Establish workflows that adhere to ITIL standards.
Manage the roll out of new systems to ensure that corporate governance and industry standard processes are adhered to.
Analyze business requirements from partners prior to deploying technology solutions.
Budget planning & forecasting of technology.
Vendor management and negotiations.
Advance issues to support organizations with vendors to aim to critical response and resolution.
Onsite staff management inclusive of performance monitoring and recruitment of personnel to support multiple physical locations in the DC metro area.
Other duties as assigned.

Minimum Qualifications:

Bachelor's degree or higher in computer engineering/science or related field.
10+ years of hands-on experience managing enterprise technology software and hardware deployments.
10+ years of people management, inclusive of recruiting, mentoring, and fostering an environment to develop career path for staff.
Experienced managing Tier 1/Tier 2 support staff through the life cycle of issue resolution.
Experience with data driven presentations to influence leverage technology and personnel decisions.
Strong leadership skills.
Flexibility to shift working hours based on corporate initiatives and staffing levels.

Technical Skills:

Application and server-based knowledge.
Networking.
Trouble Ticket Software.
Windows Office Suite.
Mac OS/ iOS.
Active Directory.
Cloud Storage & Applications.
Virtualization.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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