Senior IT Support Manager

At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter. 

Technology is one of the most important parts of our business. Whether it’s signing up new artists; ensuring we provide the right data to Spotify, YouTube, and other digital service providers; or helping artists use the latest AI tools and make thoughtful decisions with data-driven insights – technology plays an invaluable role in our success. The engineering team at Warner Music Group makes all of it a reality.

A little bit about our team: The global WMG Tech team is a dynamic and creative group of problem solvers dedicated to collaboration. Together, we craft highly secure and scalable solutions, driving innovation and operational excellence. We have a keen focus on customer satisfaction while prioritizing and elevating our user's experience. You would be a part of a team shaping the future of technology with a commitment to creativity and customer-centric solutions.

Why this could be your next big break: By joining Warner Music Group's Tech team you will play a pivotal role in managing a talented group of IT service professionals while ensuring seamless end user support. You would collaborate with fellow leaders to establish policies aligned with ITIL and industry best practices contributing to the organization's success in the dynamic landscape of IT service and support. Your role will be instrumental in shaping the future of IT operations at one of the entertainment industry's leading companies.

Here You'll Get To:

• Be the face of WMG Tech and own all support for your local region
• Foster and grow a positive relationship between WMG Tech and business leadership up to and including record label Presidents, SVP's and their assistants
• Manage, mentor and grow a staff of IT professionals to provide first-class ServiceDesk, Desktop, and VIP support for WMG employees
• Ensure all support is completed within agreed upon SLA's and according to WMG standards
• Be the go-to person for the business for support escalations
• Collaborate with peers to innovate and improve existing processes
• Use your technical experience to lead, share knowledge and teach by example
• Create and monitor performance metrics to track and improve your team's output
• Align with peers to ensure complete 24x7 support
• Provide written communication to the business, leadership and executives with regards to outage and maintenance
• Manage local inventories of end user equipment Collaborate with other WMG Tech teams to resolve incidents and troubleshoot issues

About You:

• You have a passion for delightful, efficient, and effective customer service
• 8 - 10 years of prior experience managing ServiceDesk, Desktop, and VIP support teams
• Possess hands on technical experience supporting Macs, PCs, Iphones, and Androids with the ability the up-skill your staff
• Working knowledge administering Google Workspace, Azure AD, Active Directory, Intune, Jamf, and Powershell
• Practical experience troubleshooting basic network, wifi, video conferencing, and application access issues
• Keen eye for monitoring and managing to OKR's and standard support KPI's using ServiceNow
• Demonstrate clear and concise written communication skills
• Ability to manage and run small scale projects
• Aptitude for participating in monitoring and managing a financial budget
• A level 0 support mindset

It Would Be Music to our Ears:

• ITIL Certification
• Microsoft support certifications
• Mac Support Certifications
• HDI Certifications
• Experience building reports and dashboards in ServiceNow
• Experience with automation using ServiceNow, Moveworks, and other Service Delivery tools

Compensation Range: 140k - 170k

Salary ranges are included for job postings where required by law. The actual base pay is dependent upon many factors, such as work experience and business needs. The pay range is subject to change at any time dependent on a variety of internal and external factors.