Local IT Support Lead

Job Summary: WHO ARE WE? Live Nation Entertainment is the world’s leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster.com, Live Nation Concerts, Front Line Management Group and Live Nation Network. Ticketmaster.com is the global event ticketing leader and one of the world’s top five eCommerce sites, with over 26 million monthly unique visitors. Live Nation Concerts produces over 20,000 shows annually for more than 2,000 artists globally. Front Line is the world’s top artist management company, representing over 250 artists. These businesses power Live Nation Network, the leading provider of entertainment marketing solutions, enabling over 800 advertisers to tap into the 200 million consumers Live Nation delivers annually through its live event and digital platforms. For additional information, visit www.livenation.com/investors. WHO ARE YOU? Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on THE TEAM: The North American IT Support team is responsible for ensuring that the computer users across the Live Nation Entertainment enterprise can work effectively and continuously by providing desktop and workplace IT support services aligned with business need and expectation. 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. EQUAL EMPLOYMENT OPPORTUNITY We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case by case basis. HIRING PRACTICESThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. #LI-GV1 #LI-CJ1 #LI-OnsiteLosAngeles,CA #LI-OnsiteHouston,TX #LI-OnsiteNewYorkCity