Position: IT Support Manager

　　Department: Information Technology

　　Role Overview:

　　Lincoln Center for the Performing Arts is seeking a dynamic and experienced Helpdesk Support Manager to join our team. As a world-renowned cultural institution, Lincoln Center is dedicated to presenting exceptional performing arts experiences to audiences. The Helpdesk Support Manager will play a critical role in ensuring the smooth operation of our technology infrastructure, providing technical assistance to employees, and prioritizing customer service. This position offers a unique opportunity to contribute to the success of a prestigious arts organization while utilizing your IT expertise. The Helpdesk Support Manager will report directly to the Chief Technology Officer (CTO) and collaborate closely with them to align technology support services with the organization's strategic goals.

　　Key Responsibilities:

　　Team Management

　　Advocate for the Tech Support team vertical and LCPA customersLeverage your technical experience along with data to foster a customer-first culture and create customer-centered service solutions and experiences.Hire, coach, develop, and empower a team of IT Support TechniciansConduct 1:1s, host regular team meetings, and support technicians in goal creation and tracking, effectively navigating career growth and personal development conversations

　　Helpdesk Management & Operations

　　Accountable for day-to-day management of helpdesk and tech support team performanceSet clear expectations and standards for tech support ticketing, including response and resolution times at Lincoln Center; motivate and coach the tech support team to meet/exceed standards.Identify opportunities to improve the efficiency and effectiveness of helpdesk operations; collaborate across tech teams to implement solutions.Track customer satisfaction/feedback, improve customer experience using ticketing data and customer insights.Actively seek feedback from customers at Lincoln Center and use it to improve the quality and clarity of technical support provided.Maintain a pulse on the Tech Support queue to ensure SLAs are met, pulls and tracks data, and proactively surfaces opportunities for continual improvementManage the purchase, tracking, setup, configuration, and maintenance of computer systems, peripherals, and software applications

　　Cross-functional partnership

　　Partner with the CTO to enhance systems and processes with a focus on driving the evolution and scalability efficiencyCollaborate with peer Tech Team leaders on projects, streamlining processes, and solution building.Meet and engage with LCPA business units and departments to identify potential issues/impacts; take proactive measures to address, anticipate and resolve customer needs

　　Documentation

　　Develop and maintain technical documentation and resources for Lincoln Center end users with clarity and user-friendliness in mindDevelop and maintain a comprehensive Tech Support Manual that details standard operating procedures, escalations, and operationsEnsure consistent customer service, technician expertise, compliance with IT policies and security protocols through knowledge documentation and collaborationOther such other duties and responsibilities as are reasonably related to the duties and responsibilities listed above

　　Qualifications and Skills:

　　Bachelor's degree with 5 years experience preferred or equivalent years of related experience required. Minimum of 2 year Leadership experience required.Proven experience (3+ years) in helpdesk support or technical support rolesStrong knowledge of Windows and Mac operating systems, hardware, and software applicationsFamiliarity with networking concepts, protocols, and troubleshooting techniquesPreferred experience with Freshservice ticketing system and IT service management toolsExcellent problem-solving and analytical skills to diagnose and resolve technical issuesFamiliarity with service frameworks such as ITILExceptional communication and interpersonal skills to provide outstanding customer serviceAbility to work independently and manage multiple priorities in a fast-paced environmentPrevious experience in a performing arts, cultural organization, or non-profit is a plus

　　What is Lincoln Center for the Performing Arts?

　　Lincoln Center for the Performing Arts (LCPA) is the world's leading performing arts center in the heart of New York City. In these times of heightened anxiety and vigilance, we are holding on to the important role the arts play in our lives: they nourish our hearts and minds, teach us valuable lessons and critical skills, and help us create community. We are resolved not to lose sight of what connects us, and we hope you will consider joining our talented, diverse team.

　　We are:

　　1. The manager of the Lincoln Center Campus.

　　- We are part of 16 acres of activity and one of eleven amazing resident organizations

　　2. A leading Arts Presenter.

　　- We curate a number of series showcasing music, dance, and theater

　　3. An Education Hub.

　　- We have reached 20 million students, educators, principals, and community members

　　Who are our people?

　　Lincoln Center is a diverse team of dreamers, collaborators, and entrepreneurs who use unique platforms in the heart of New York City and beyond to advocate for the transformative impact of artistic experiences.

　　Lincoln Center People imagine and create in concert with this mission by founding President John D. Rockefeller III - "The arts are not for the privileged few, but for the many. Their place is not on the periphery of daily life, but at its center."

　　Lincoln Center welcomes applicants from all sectors who agilely solve problems, show up as they are, and can't stop innovating.

　　What's the news? https://www.lincolncenter.org/lincoln-center-at-home/series/restart-stages

　　WHAT'S NEW (FALL/WINTER EDITION)

　　Highlights from the Summer Season

　　Celebrating Art, Community, and Resilience Post-COVID: Summer for the City Returns to New York For A Second YearVibrating Haptic Suits Give Deaf People a New Way to Feel Live MusicThe True Winners and Losers of the Las Culturistas Culture AwardsHer Symphony Reclaims an Ancestral Story, and Classical Music

　　Campus Happenings

　　Lincoln Center Names Conductor for Reimagined Mostly Mozart OrchestraHenry Timms Wants to Tear Down Walls at Lincoln CenterLincoln Center Presents to Continue This Winter/Spring With Expanded Free and Choose-What-You-Pay PerformancesThe 2024 Tony Awards Will Be Hosted at Lincoln Center

　　Legacies of San Juan Hill

　　Before Lincoln Center, San Juan Hill Was a Vibrant Black CommunityLincoln Center Launches San Juan Hill Project Digital Hub To Remember the Lost Urban NeighborhoodLincoln Center lanza plataforma para rescatar la cultura de un barrio negro

　　Who is our President and CEO?

　　Henry Timms is the co-founder of #GivingTuesday and the co-author of New Power.

　　Join us!

　　It is the policy of Lincoln Center to ensure equal employment opportunity without discrimination or harassment on the basis of race, creed, color, national origin, sex, age, religion, disability, marital or civil partnership/union status, familial or caregiver status, alienage or citizenship status, sexual orientation, gender identity or expression, pregnancy, military or veteran status, genetic information, predisposition, or carrier status, unemployment status, domestic violence, sexual violence, or stalking victim status, or any other characteristic protected by federal, state, or local law. LCPA is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.