Sr. Manager, Technology Operations

The Senior Manager, Technology Operations provides technology leadership for all aspects of the on-site technologies and leads the on-site team of D&T resources. In this role, the Sr. Manager will oversee the operations and maintenance of all desktops, laptops, tablets, POS, mobile handheld devices, software, and services 24×7/365 days for all Team Members. The Senior Manager will also oversee troubleshooting and triage for infrastructure, such as Wi-Fi, Network, and software platforms to include ticketing and food/beverage/retail point of sale/hotel technologies. Manages all processes related to the identification, prioritization, and resolution of end user support requests, including the monitoring, tracking, and coordination of support functions. Responsible for managing client expectations, developing team, and meeting defined metrics. Proactively communicates with Digital & Technology leadership to best support the operation to ensure success in this fast-paced position.

• Maintains key relationships with key stakeholders and internal business customers.
• Oversees the service requests, incidents, and problems.
• Leads urgent and complicated support issues and incidents.
• Monitors and manages the ticket queue and remains hands-on to participate in escalated calls as needed.
• Acts as the escalation point for all requests and incidents.
• Acts as site lead for compliance working partnership with NBCUniversal and other UDX teams.

• Bachelor’s degree in Computer Science, Information Technology, or related field is required.
• 7+ years of experience managing software and hardware is required, 3+ years of leadership is required; or equivalent combination of education and experience.

• 401k matching
• Health insurance
• Flight privileges

Universal Destinations & Experiences are unique vacation destinations that are part of the NBCUniversal family. Our teams around the world create epic vacations for the entire family, delivering incredible experiences that place guests in the heart of powerful stories and adventures. No matter what your background is or where your interests lie, we invite you to explore opportunities in our Universe.