Field IT Manager

Job Summary:

THE TEAM

The Technology team is part of a group of shared services that supports everything from the ticket sales operation to fans, through technical support to internal employees, to the management of key projects and integrations aimed at delivering value and sustainability of the business.

Our focus is on enabling new solutions to improve the fan experience, supported by the 'Fan First' mentality by bringing more reliability and reducing friction throughout customer lifecycle.

Autonomy, efficiency, bias for action, adaptability, and commitment are the key factors for success in this department, and they guarantee the delivery of innovative and reliable services.

THE ROLE

The Field IT Manager will support the Ticketing and Field Operations by delivering the technology solutions for venues, festivals, stadiums, boxoffices and driving continuous process improvement for our team and partners.

We are looking for a highly motivated and organized individual to be a critical part of driving ticketing operations in the organization. This role will be responsible for working with stakeholders and cross-departamental partners to establish clear future vision in supporting a wide range of products, peripherals and Ticketmaster proprietary software you will need to be technically focused and customer-centric.

Outside of the day-to-day norm the Field IT Manager might work onsite at venues in a pressurized but enjoyable environment of concerts, sporting events and festivals to support a wide range of hardware and software solutions that provides fans with a seamless and enjoyable experience attending Live events.

WHAT THIS ROLE WILL DO

Advise internal clients on Ticketmaster’s best practices and procedures for ticketing operations, security and technology.

Design and implement venue access control integration and 3rd party integrations

Lead Field IT support team and support them on daily basis needs

Diagnosing and remediation of client issues both remotely and on-site.

Track and maintain technology assets using Ticketmaster’s asset management software.

Management of software, network, integration and hardware upgrades with clients and third-party providers.

Support operational solutions of department and cross-department partners, striving to continuously improve the overall efficiency and service level

Define, manage, and deliver solutions by implementing new technologies and system integrations, coordinating activities and delivery across multiple, related projects that span technology and operational teams

Optimize workflow and cross-department engagements

Enable swift conflict resolution and escalation across teams if necessary

Show a bias toward action and build and maintain relationships with stakeholders

Support the installation and support of Ticketmaster proprietary software and hardware e.g. Ticket printers, Handheld Devices and Point of Sale

Manage the installation of software, firmware to ensure devices are up to date

Manage the upgrading and replacing hardware and software as and when required

Configuring and testing of the above said hardware and software

Diagnosing and remediation of issues and problems both remotely and on-site

Raising incidents and updating incident management software

Tracking Assets and updating asset management software

Minimise incidents and service distribution by providing proactive support and maintenance

Coordinating and liaising with clients prior to attendance and installations

Working with third party providers and contractors often in a lead capacity

Provide on-site end user training and demonstration of Ticketmaster products

Updating and maintaining technical and operational documentation

Communicating and collaborating with multiple teams and clients

Following best practices and procedures ensuring standards are maintained

Maintain an understanding of all TM and LN products usage and functionality

WHAT THIS PERSON WILL BRING

University degree or similar higher education, in Information Technology, Engineering, Computer Science or related field

Experience working in Ticketing or the Entertainment industry

Minimum of 5 years overall IT experience and minimum 2 years of experience in a similar role

Proven track record of successful delivery of complex IT projects

Fluent in English

Fluent in Spanish is a plus

Salesforce experience is a plus

Proficient in MS Office (Excel, Word, PowerPoint) and using project management tools such as JIRA and Asana

Works effectively on a team and partners with cross-functional teams to deliver key results

Strong interpersonal, written, and verbal communication skills with an ability to effectively collaborate with diverse groups

Excellent organizational skills with an eye for detail

Problem-solving and critical thinking skills

The ability to objectively assess processes, recommend improvements and implement based on direction and goals

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

EQUAL OPPORTUNITIES

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.

JR-70375