Technology Operations Lead

Downtown Music; London; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading company in the global music industry is seeking a Technology Operations Lead for their London office. This role focuses on ensuring smooth technology operations, end-user support for both Windows and macOS, and leading various technology projects. Ideal candidates should have substantial experience in IT support, excellent troubleshooting skills, and a strong communication approach. Flexibility to collaborate with international teams and participate in key technology initiatives is essential.

Qualifications

• Proven experience (typically 5+ years) in a technical support role.
• Excellent troubleshooting and problem-solving skills.
• Experience with Google Workspace and Microsoft 365.

Responsibilities

• Serve as the regional point of escalation for end-user technology issues.
• Participate in planning and implementation of technology projects.
• Work with colleagues across different time zones.

Skills

Troubleshooting

Problem Solving

Communication

Customer Service

Tools

Google Workspace

Microsoft 365

AWS

Azure

JAMF

Confluence

Jira Service Management

Job description

About Downtown

Downtown Music Holdings (Downtown) is a modern global music company. We help millions of creators, rights holders, and their partners manage their music as a business and receive fair compensation for their work. Our mission is to build a more equitable global music industry, empowering creators and partners to continue creating and investing in the world.

We manage over 50 million music assets from hundreds of countries across six continents, including some of the most popular songs. We work with creators at all career stages, from emerging songwriters to iconic performers, promoting equity across the global music industry supply chain.

Scope

We are seeking a highly motivated and skilled Technology Operations Lead to join our team in London. This role is crucial for ensuring seamless technology operations for our global workforce, with a focus on providing exceptional end-user support for Windows and macOS environments primarily in the UK and Europe. You will also lead various technology projects to enhance our infrastructure and user experience. The role requires flexibility to collaborate with teams in the US and may involve occasional outside-of-hours work.

Responsibilities:

End User Support (60%):

Serve as the regional escalation point for end-user issues related to Windows PCs and Apple Macs, providing timely resolutions.

Troubleshoot hardware, software, network, and peripheral issues to minimize disruption and maximize productivity.

Support standard applications like Google Workspace, Microsoft 365, JAMF, Slack, Confluence, Jira Service Management, and other industry-specific tools.

Create and maintain end-user documentation, guides, and FAQs.

Conduct user training, onboarding, and support for supported applications and services.

Manage user accounts, permissions, and access controls.

Maintain an inventory of hardware and software assets.

Technology Projects (30%):

Participate in planning, executing, and implementing hardware/software deployments, upgrades, and infrastructure improvements.

Document project plans, progress, and outcomes.

Collaborate with IT teams and vendors.

Global Collaboration (10%):

Work effectively with colleagues across time zones, especially in the US.

Participate in virtual meetings and maintain communication channels.

Adapt work hours for US team overlap.

Contribute to global IT standards and best practices.

Experience:

• Typically 5+ years in a technical support role supporting Windows and macOS end users.
• Strong troubleshooting skills across hardware, software, and network issues.
• Knowledge of user account management and security best practices.
• Experience with Google Workspace and Microsoft 365.
• Familiarity with remote support tools.
• Experience with AWS and Azure is a plus.
• Self-starter with effective time management, prioritization, and independence.
• Excellent communication skills and customer focus.
• Experience leading or participating in technology projects, Agile/Kanban experience a plus.
• Experience working with global teams across time zones.
• Fluent in English; additional European language skills are a plus.