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Director IT Operations
AEG
Tempe, AZ, United States
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The "Shed" is a rapidly growing company that focuses on technical solutions for the music festival industry. We understand destination festivals, the culture and its needs. And with thousands of hours at some of the biggest festivals across the country, we’ve pioneered advanced ticketing and RFID platforms that enhance the festival experience, empower fans and pave the way for a future of unforgettable events. Gingerbread Shed solutions bridge technology and reality for a seamless encounter with epic festivals.
The Director of IT Operations core function is to execute and manage activities relating to live event IT services (deployment, support, training) and corporate IT support (desktops, networks, policies). This role is responsible for the inventory, deployment, operation, and support all company ticketing and access control hardware – including scanners, printers, computers, MDM, RFID portals, and other devices. The role is also responsible for local office IT team and ensuring IT processes are in alignment with corporate best practices and policies.
Job Duties:
1. Manage Field IT and IT support teams responsible for IT assets and related tasks, both in the office and at events, to ensure stable, consistent operations and ensure client deliverables are met.
2. Travel to event locations, install, implement, and maintain IT assets. Oversee and monitor the performance of systems at the event site, including applications, networks, and hardware.
3. Collaborate with internal stakeholders (Engineering, Product, Client Services, Finance) and corporate IT department in planning, administration, and execution of projects, processes, issue resolution, and procedures.
4. Recommend capital expenditure items needed each fiscal year and work closely with management on yearly budget.
5. Build, develop, leverage external relationships with vendors, clients to ensure success of company objectives.
6. Maintain and develop product and industry knowledge, including business requirements, company solutions, and operational best practices. Remain current on new and emerging live event technologies (RFID, mobile, Wifi, proximity, Data analytics).
7. Develop, implement, evolve and maintain accurate inventory records regarding all IT assets. Provide reports and status updates when necessary. Forecast and plan for hardware needs throughout the year. Ensure compliance relating to PCI and other internal corporate security procedures.
8. Develop, implement, evolve and maintain IT help desk processes, workflows, training, run books, escalation, and trouble shooting.
Required Qualifications:
1. A minimum education of BA/BS Degree (4-year) in a related field (Advanced Degree Preferred)
2. A minimum of 7 years of related work experience.
3. Preferred experience working as a computer technician with customer hardware builds, including mechanical and electrical engineering skillsets. RFID experience an additional plus.
4. Experience implementing and maintaining asset management tracking solutions.
5. High level of knowledge of all Windows versions and all MAC OS versions with experience in a technical position with primary responsibilities supporting users in a Microsoft environment, including MS Office Suite, Windows XP Professional/Windows 7 and Windows 2003/2008 server
6. Experience working in a technical position in a facility with standard network and server protocols: TCP/IP, DNS, DHCP
7. Working knowledge of traditional and tablet based POS systems in a PCI compliant environment
8. Strong understanding of cabling standards to facilitate circuit or network extensions as needed
9. High focused support of TCP/IP protocols, DNS and DHCP
10. Previous live event IT support and/or venue IT support with the ability to understand event production requirements and translate them into technology requirements
11. Familiarity with multicasting VOIP, QoS, WiFi 802.11a/b/g/n and others
12. Strong trouble shooting and problem resolution skills
13. Self-motivated, self-directed and able to work independently.
14. Ability to travel and work weekends in a strenuous work environment.