Senior Technical Support Manager

Senior Technical Support Manager

The Senior Technical Support Manager is responsible for leading the Technical Support Engineering team (GTE) to provide engineering support for network connectivity, Operating Systems / server / cloud resources, application issues, review application / system logs to diagnose, determine and solve problems. This position is also responsible for monitoring, alerting and creation of dashboards. This leadership role manages the operations of the technical support operations team and works to create strategic areas of improvement for the team as they support the daily operations to extract data from golf courses throughout the PGA TOUR and affiliated ecosystems. In addition to managing the team, this position serves as a liaison to the Data Center Technology Group (DTG), developers and product Owners for supported systems.

Qualifications

• Bachelor's degree in Network Administration, Computer Science, System Engineering, or a similar field or equivalent job experience
• 7 + years Information Systems experience
• 7 + years Windows / Linux Server Administration experience preferred
• Demonstrated leadership skills managing a group of technically oriented personnel
• Strong knowledge in scripting in PowerShell, Python and bash
• Strong knowledge of Splunk for dashboarding
• Certificates: AWS Certified Developer – Associate and AWS Certified Solutions Architect – Associate Must be able to multitask and have strong organizational skills
• Ability to work effectively as an individual, but also in a team environment
• Must have working experience with system repair, engineering tasks, and other troubleshooting activities
• Knowledge of the game of golf, scoring, rules, PGA TOUR structure preferred.

Responsibilities/Duties

• As a member of the Golf Technology team, responsible for the growth, support, and evolution of the PGA TOUR's ShotLink production.
• Responsible for maximizing ShotLink system uptime.
• Responsible for scripting and configuring monitoring of the ShotLink systems.
• Responsible for ShotLink Dashboards
• Responsible for software deployment automation
• Provide second level support to GTE Technicians for network connectivity, system and application problems
• Actively monitor Help Desk tickets to communicate and resolve problems to affected parties
• Responsible for installing, configuring, and troubleshooting ShotLink applications
• Manage and deploy standardized platforms
• Properly follow operational procedures and make recommendations for process improvement
• Responsible for all data circuits
• Act as point of interface with third parties
• On call responsibilities for ShotLink system
• Effectively manage staff gaining their trust and taking active steps to further their development
• Develop and encourage staff to pursue new tasks and challenges related to overall departmental goals and objectives.
• Manage indirect reports in roles remote and traveling roles that have both daily operational as well as technical development roles. Demonstrated ability to lead large groups without direct reporting responsibly.
• Contribute to departmental operations, including staffing, budget management/ cost containment, and internal communication.
• Special projects or other duties as assigned.