Manager, Tech Support

Overview We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. We are hiring a Tech Support Manager who will provide day‑to‑day management of the Tech Support team, delivering professional and timely support for a wide range of technology, software, and conference systems. This role requires excellent technical and interpersonal skills, as well as a commitment to supporting our team values: serving clients, having a passion for our work, exemplifying integrity in all that we do, and acting with courage by doing the right thing for our clients and business. The role requires interpersonal skills to complement the technical knowledge and skillset required; it requires someone who can empathize with the Tech Support and Service Desk teams’ perspective and simplify technical information and instructions, a sense of urgency, and a strong desire to provide outstanding service. An elevated level of technical expertise is required for the role; this should be demonstrable by certification or equivalent experience in a similar environment. The service provided is high visibility front line and remote support end‑user support at our offices or via hybrid working but may also cover other locations and offices as required. Responsibilities Provide day‑to‑day management of the Tech Support team, delivering professional and timely support. Manage a team of Support Technicians to provide support for Microsoft Windows and Apple Mac systems across the UMG business units. Escalation support for the teams in diagnosing and solving hardware or software faults and troubleshooting technology issues. Build strong business and inter‑team relationships. Maintain the support operations capability according to strict SLAs, OLAs and KPIs. Ensure teams adhere to technology processes and procedures while delivering a memorable end‑user experience. Manage and monitor day‑to‑day Tech Support tasks, incidents and escalations. Provide day‑to‑day technical support where appropriate. Carry out any other reasonable instruction as directed by the regional support leader. Manage and schedule team onsite/remote support rotations, holiday coverage, etc. Coach and mentor direct reports in both personal and team accountabilities and career paths. Skills & Qualifications Strong interpersonal skills and the ability to work effectively across all levels of an organization and handle each request with discretion, tact, diplomacy, and patience. Technical knowledge of information technology services management tools (e.g., ticketing systems, reporting and survey management). Analytical and technical problem‑solving and troubleshooting skills across a wide range of technologies. Strong knowledge of Apple, Windows, and O365 products, build and configuration via SCCM, Intune and JAMF. Proven troubleshooting skills across multiple disciplines, software and hardware. Understanding of networking and network troubleshooting. Familiarity with AV and video conferencing standards, practices and technology. Good knowledge of ServiceNow functionality. Respond within agreed time limits to incidents and service requests. Work continuously on a task until completion (or escalating to another group where appropriate). Manage multiple cases with changing priorities. Establish a good working relationship with customers and colleagues within Global Tech. Represent Global Technology with professionalism and always demonstrating Global Technologies values. Strong oral and written communication skills. Ability to travel to other locations if required (company expense reimbursement policy applies). Elevated level of technical expertise demonstrable by certification or equivalent experience in a similar environment. Benefits Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer): Comprehensive medical, dental, and vision coverage. 100% coverage for out‑patient in‑network mental health services. Fertility coverage for eligible medical plan participants. Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel and so much more (up to $720/year). Student Loan Repayment Assistance and Tuition Reimbursement. 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution. Flexible Paid Time Off (PTO) for exempt employees. 3‑weeks PTO for non‑exempt employees. 2‑weeks paid Winter Break. 10 Company Holidays (including Juneteenth and Wellbeing Day). Summer Fridays (between Memorial Day and Labor Day). Generous paid parental leave for every type of parent. Disclaimer This job description only provides an overview of job responsibilities that are subject to change. Equal Opportunity Employer Universal Music Group is an Equal Opportunity Employer. E‑Verify We are an E‑Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah. Please note, UMG is not enrolled in E‑Verify in California and NewYork, and cannot support employment of candidates whose employer must enroll in E‑Verify, for example candidates on STEM‑OPT. Job Category: Technology. Salary Range: $89,600.00 – $100,400.00. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. All candidates are encouraged to apply. We are Universal Music Group, the world’s leading music company. We are the home for music’s greatest artists, innovators and entrepreneurs. #J-18808-Ljbffr