Senior Manager, Venue Technology & End User Support
8 days ago
Newark
Job Description POSITION OVERVIEW The Senior Manager, Venue Technology & End User Support will be responsible for leading end user support and the operation of key systems in support of live events at Prudential Center. This role combines deep technical expertise with hands-on team leadership, with a primary focus on keeping systems running reliably for staff, events, and fans. RESPONSIBILITIES End User Support • Provide L1 and L2 end user support for all staff including hardware, software, and application troubleshooting across Windows and Mac environments, • Lead IT service desk team providing day-to-day helpdesk support and dedicated game day and event coverage at Prudential Center and across the organization, • Manage IT onboarding and offboarding for venue staff, • Collaborate with Manager, IT Support & Services on shared service desk coverage across all HBSE properties Venue Technology • Manage and maintain all venue technology systems at Prudential Center., • Support the IT infrastructure behind venue operations including Windows and Linux hardware, operating systems, and network connectivity used in scoreboard operations, game presentation, and broadcast workflows. This role does not operate AV or scoreboard applications directly but ensures the underlying systems are stable, patched, and secure, • Support venue technology systems including Xenial POS, payment kiosks, ticketing technology, C-Cure access control, Avaya phone systems, TriplePlay IPTV, two-way radios, and fan-facing applications, • Execute pre-event technology checklists covering AV, network, POS, ticketing, digital signage, and broadcast systems to ensure full readiness before every event. Serve as the onsite IT point of contact for touring and production teams, fulfilling technical requirements on event day, • Serve as the primary technical point of contact for AV, network, POS, ticketing, broadcast, and access control systems, working directly with event production teams, touring companies, and external technology vendors, • Manage technology setup and breakdown for events, concerts, and games, • Conduct proactive maintenance schedules on all venue hardware and systems Team Leadership • Supervise and develop IT support staff at North locations, • Set clear expectations, conduct regular 1:1s, and manage performance, • Build a team culture of accountability, responsiveness, and service excellence, • Participate in hiring decisions for IT support staff QUALIFICATIONS Required • 7+ years of experience in IT with at least 3 years in a management or team lead role, • Experience supporting technology in a live event, venue, or entertainment environment is a plus but not required. Candidates from hospitality, entertainment, or media backgrounds are welcome to apply., • Strong understanding of venue technology — AV systems, digital signage, POS, WiFi, • Deep expertise in Windows Server, Active Directory, Group Policy, Microsoft 365, and endpoint management (Intune, Autopilot) is critical for this role, • Strong end user support background — helpdesk operations, SLA management, • Excellent communication and stakeholder management skills, • Ability to work evenings, weekends, and holidays for events and games, • Valid driver's license preferred — travel between Newark, Jersey City, and Utica required Preferred • Networking knowledge including VLANs, switching, and enterprise WiFi is a strong bonus. Experience with Extreme Networks or similar platforms a plus, • Experience supporting NHL, NBA, AHL, or other professional sports venues, • Familiarity with ticketing platforms and fan-facing event technology, • CompTIA, Microsoft, or relevant certifications a plus WHAT WE OFFER • Unique opportunity to work across world-class sports and entertainment venues, • High-energy, collaborative team culture, • Exposure to cutting-edge venue and event technology WORKING CONDITIONS: Travel Requirements: Travel between HBSE’s various offices is required; trips may require air travel and/or overnight stay. Work Environment: This position generally requires that work primarily be performed from the New Jersey Devils office in Newark, NJ, and can require attendance at events taking place at the arena during nights and weekends. Physical Requirements: Must be able to lift and carry up to 30 pounds COMPENSATION AND BENEFITS: The pay range for this position at commencement of employment is expected to be between $110,000 and $135,000 / year. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position will also include other elements, including eligibility for an annual discretionary bonus. This position will be an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The benefits package for the position may include the following, subject to the terms of the then-in-effect Company policies, plan documents and other eligibility criteria: • Medical/Dental/Vision/Flexible Spending Accounts, • Pretax Transportation Benefit, • Generous Parental Leave policies, • 401K (with a company match after 1 year of service), • Generous Paid Time Off policies, • 13 Paid Holidays, • ½ Day Summer Fridays, • Complimentary or Discounted Sports & Concert Tickets, • On Site Fitness Rooms, • Other League & Partner Discounts Details of participation in these benefit plans will be provided if a candidate receives an offer of employment. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class. #LI-DNP
