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IT Support Supervisor

2 months ago

Beverly Hills, California, United States House of Blues Full time

Position Overview:
WHO ARE WE?


House of Blues is a premier live entertainment venue and hospitality brand, renowned for its vibrant atmosphere and commitment to delivering unforgettable experiences.

Our mission is to bring people together through music, food, and art, creating a unique cultural experience that resonates with our diverse audience.


THE TEAM:


The IT Support division is dedicated to ensuring that all personnel across the House of Blues network can operate seamlessly by providing comprehensive desktop and workplace IT support services tailored to business requirements.


THE ROLE:


The IT Support Supervisor's primary responsibility is to deliver hardware and software assistance, along with general IT guidance to House of Blues staff located in various venues and offices.

This role necessitates technical expertise to guarantee that IT incidents and service requests are resolved efficiently, with a focus on fostering a proactive and continuously enhancing environment.

As part of the IT Support Team, the supervisor will respond to requests for assistance (incidents and inquiries) from internal clients through multiple channels, including in-person and online support requests, while also serving as an escalation point for more intricate issues before appropriately directing those tickets to higher-tier support.

The supervisor is expected to address requests for assistance from internal clients or those referred by online support, ensuring that all interactions are handled in a courteous, professional, and timely manner, while also contributing to the broader operation of the IT framework.

In addition to executing operational and maintenance tasks, they will document all calls received and keep them updated, ensuring accurate status monitoring.

They are expected to manage their time effectively between primary job responsibilities and additional tasks, including event management and office setups. The supervisor will monitor trends and resource challenges.

When appropriate, they should establish centers of excellence within the team to better serve our clientele, including executives and partners.

This role is primarily based in our corporate offices but may occasionally require support visits to other locations with managerial approval.


KEY RESPONSIBILITIES:
Resolve IT incidents and requests in accordance with established procedures.

Actively manage the ticket queue for House of Blues customers to ensure proper prioritization, minimize backlog, and meet service level agreements (SLAs) and key performance indicators (KPIs).

Serve as an escalation point for service exceptions.

Create and maintain documentation for core applications across all support tiers.

Engage in problem management to analyze service characteristics and propose improvements.


Complete relevant administrative tasks to enhance team efficiency, such as call logging, calendar management, and knowledge transfer.

Ensure compliance of desktop technology with company standards and policies.

Perform operational and maintenance activities on printers, conference rooms, and networks as per the guidelines provided by the relevant team manager.

Advise customers and fellow IT team members on best practices, particularly regarding data retention, email, internet usage, and application of desktop software.

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

Assist in transitioning this tier 1 and 2 support function from a reactive to a proactive and customer-centric approach.

Build positive relationships with key stakeholders to align service needs with business objectives.

Complete other project-related or technical duties as necessary.

Demonstrate respect for all customers and colleagues, and commit to the company's Equal Opportunities Policy.


QUALIFICATIONS:


Practical experience in IT service and support, including user and device maintenance, incident management, and service request handling in line with SLAs.

Broad technical knowledge across IT domains, including infrastructure, desktop support, security, compliance, basic networking, and backup/disaster recovery.

Familiarity with current operating systems, including Windows and Mac OS.

Support knowledge of applications such as Zoom, Google Suite, and the O365 suite.

Self-motivated, enthusiastic, and personable with strong communication skills.

Ability to manage and resolve a minimum of 50 tickets per week while documenting solutions for complex issues.

Good understanding of audio-visual technologies.

Adaptable to changing priorities and able to handle high-pressure situations.

Physical ability to lift up to 50 pounds, adhering to safety standards.


BENEFITS:
House of Blues offers a comprehensive benefits package, including health, wellness, and financial programs designed to support our employees and their families.

We are committed to fostering an inclusive environment where diversity is celebrated, and all employees are encouraged to bring their authentic selves to work.

We value talent and encourage applications from individuals of all backgrounds, ensuring equal opportunities for all.