Director, Tech Support - West

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
 

How you'll LEAD:

This role will be responsible for overall leadership and operational efficiency within a specified UMG West region for Technology Client Services. The primary focus will be giving input and direction to operational leadership within the Support Technician and GSD Support Analyst teams as they carry out both onsite and virtual support in the new Future of Support org structure. Establishing guidelines and accountabilities for delivering high quality and consistent support to our end users and business units while support the overall Technology strategy.

In addition, you will be creating and fostering strong connections with the Technology leadership teams as well as Business Unit leaders around the world to ensure that we provide world class technology support and excellent customer experience.

How you'll CREATE:

• This is a highly visible role that requires a dynamic leader to develop and manage a large team across the specified region.
• As part of the Global Tech Support team, your primary role will be to embed and mature IT Service Excellence. A key deliverable is to ensure ongoing high quality and consistent customer satisfaction within the support structure of your teams.
• You will manage a team of skilled Support Technicians and Support Analysts to provide Level 1 and Level 2 support for a range of technologies, including Microsoft Windows and Apple Mac systems, across the UMG business units in the region, which is a mixture of globally renowned Music labels, business support functions and senior executives of the Universal Music Group.
• You will be a highly experienced leader of technical resources, who is also technically astute and knowledgeable in all aspects of technology systems and process, policy, and procedure. You will be expected to maintain and measurably improve the support operations capability according to strict SLAs, OLAs and KPIs, ensuring the support teams adhere to technology processes and procedures whilst delivering a memorable customer experience.
• It is essential that you excel at influential leadership to best support our customers, senior executives, and partner organizations.
• The environment is a mix of both internal and outsourced resources delivering services across multiple countries, cultures, and languages.
• The candidate must be able to create and convey successful strategies and operational objectives for Client Services, and then execute that by influencing, leading, and ultimately delivering in a highly matrixed and leveraged environment.
• It is essential that as an experienced leader, you are ITIL/ITSM certified and experienced with working within a global enterprise, capable of building strong business relationships, coupled with excellent communication skills and experience of managing regional or global teams.

Bring your VIBE:

• Excellent communication skills, both oral and written at multiple levels within the organization
• Working knowledge of SaaS based ITSM tools such as ServiceNow
• Understanding of the metrics that should be utilized to measure all aspects of service delivery including, but not limited to client satisfaction and customer experience, ticket management and efficiency, service measurement against SLA’s/OLA’s.
• Previous successful experience in establishing and managing multiple support teams at various levels.
• Prior experience of leading or managing an enterprise support function and understanding the relationship between Service Desk and End User support teams.
• Experience of managing an end-to-end technology support service from Level 1 to Level 3
• Prior experience of managing a large-scale technology operations initiative or project
• Technical knowledge of ITSM tools (e.g., ticketing systems, reporting & customer experience management).
• Demonstrable experience establishing a positive and professional working relationship with both internal & external service providers, aligning objectives while measuring and enforcing accountability
• Service Delivery Management experience in a global and/or matrixed environment
• Experience of defining OLAs, SLAs, and other formal support documentation
• Undergraduate degree in information technology or related field
• ITIL Certified to Foundation Level (V4)
• Graduate degree in business or related field or history successful experience

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit

• Comprehensive medical, dental, vision, and FSA options, as well as:

  • 100% coverage for out-patient mental health services

  • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

  • A lifetime fertility support allowance of $30,000 to plan participants

  • Student Loan Repayment Assistance and Tuition Reimbursement

  • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation

• Variety of ways to prioritize much-needed time away from work including:

  • Flexible Paid Time Off (PTO) for exempt employees

  • 3-weeks PTO for non-exempt employees

  • 2-weeks paid Winter Break

  • 10 Company Holidays (including Juneteenth and Wellbeing Day)

  • Summer Fridays (between Memorial Day and Labor Day)

  • Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.
Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

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Job Category:Technology

Salary Range:

$122,805 - $169,480

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.  All candidates are encouraged to apply.