Senior IT Team Lead

TKO; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading sports and entertainment company in New York seeks a Senior Team Lead to provide expert IT support to senior executives. The role involves troubleshooting issues across Windows and macOS, mentoring a support team, and ensuring seamless operations for executive meetings. Ideal candidates should have significant experience in IT, team leadership, and be able to communicate complex technical concepts to non-technical users. This position offers opportunities for project management and continuous improvement in a fast-paced environment.

Qualifications

• 6+ years of equivalent work experience with 3+ years of supervising or leading support teams.
• Detailed knowledge of Microsoft Office Products and client applications.
• Hands-on hardware and software troubleshooting experience.

Responsibilities

• Provide expert IT support to end users, including senior executives.
• Act as an escalation and leadership point for local support engineer teams.
• Support the AV footprint, including troubleshooting various meeting platforms.

Skills

IT support

troubleshooting

communication

customer service

project management

Education

College diploma or university degree in Computer Science

Tools

Microsoft Windows

macOS

ServiceNow

Google Workspace

Zoom

Job description

Overview

TKO Group Holdings, Inc. (NYSE: TKO) is a premium sports and entertainment company that comprises UFC, the world’s premier mixed martial arts organization, and WWE, an integrated media organization and the recognized global leader in sports entertainment. Together, our organizations reach more than 1 billion households in approximately 210 countries and territories, and we organize more than 300 live events year-round, attracting more than two million fans. TKO is majority owned by Endeavor Group Holdings, Inc. (NYSE: EDR), a global sports and entertainment company.

Position Summary

We are seeking a highly skilled Senior Team Lead to provide end user and senior executive support while coaching and acting as an escalation point for support engineers. The ideal candidate will have extensive experience supporting C-Suite and other senior executives through daily operational needs, meeting support, and new technology deployments.

Core Responsibilities

• Provide expert IT support to end users, including senior executives, ensuring their technology needs are met promptly and efficiently
• Act as an escalation and leadership point for local support engineer teams
• Provide moderating and QA for executive meetings as needed
• Support the AV footprint, including troubleshooting/managing various meeting platforms and room improvements as needed
• Troubleshoot and resolve issues related to Windows and Mac hardware and operating systems
• Maintain a high level of professionalism and discretion when handling sensitive information
• Collaborate with, coordinate, and mentor team members to ensure seamless IT operations
• Communicate technical concepts clearly and concisely to non-technical end users
• Demonstrate ability to execute projects and contribute positively to an organization
• Provide hands-on support for the Desktop Technology environment
• Participate in monitoring for and executing key process improvements
• Participate in moves, adds, and changes as they relate to the technology environment
• Occasional travel and occasional on-call escalation support
• Judge situational feedback (user frustration, systems urgency, etc.) and adjust approach accordingly

Qualifications

• College diploma or university degree, preferably in Computer Science and/or 6+ years of equivalent work experience with 3+ years of supervising or leading support teams
• Experience with Microsoft Windows and associated hardware
• Experience with macOS, iOS and Apple hardware
• Detailed knowledge of Microsoft Office Products and client applications
• Experience supporting iPhone/iPad devices with Mobile Device Management (Microsoft Intune etc.)
• Hands-on hardware and software troubleshooting experience
• Strong written and verbal communication and interpersonal skills
• Able to present technical ideas in professional and user-friendly language
• Able to effectively prioritize tasks in a high-pressure environment
• Strong customer service orientation and mindset
• Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals
• Experience with Cloud storage and collaboration applications (Google Workspace, Box, etc.) a plus
• Experience supporting Single Sign-On platforms and Two-Factor Authentication
• Experience with ServiceNow and/or another ticketing system
• Experience with Web Meetings and UCaaS (Zoom, Hangouts Meet, Microsoft Teams, etc.) a plus.
• Experience with Windows Intune and JAMF MDM for macOS management
• A+ and/or Network+ industry certification
• Microsoft Certification
• Okta Certification
• Apple Certification - ACMT or ACHC a plus

Knowledge, Skills, and Abilities

• Strategic Thinking: Ability to identify and escalate trends for attention.
• Technical Knowledge: In-depth understanding, curiosity, and desire to learn about the technical environment.
• Teamwork & Communication: Exceptional interpersonal skills to engage and support stakeholders at all levels. Proven ability to manage relationships across business units.
• Leadership: Effective direction, delegate, and coach to ensure excellent performance by team.
• Project Management: Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results on time and within budget.
• Continuous Improvement: Understand the needs of the business and advocate on behalf of the executives to ensure their tech is appropriate for their needs.