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Universal Destinations & Experiences · 2 weeks ago

Sr. Manager, Technology Operations – Universal Kids Resort

Frisco, TX

Full-time

Onsite

Senior Level

7+ years exp

Universal Destinations & Experiences is seeking a Senior Manager for Technology Operations at Universal Kids Resort. This role involves providing technology leadership, overseeing operations and maintenance of various devices and software, and managing support requests while ensuring compliance and effective communication with stakeholders.

FilmLeisureMechanical EngineeringParksRecreationResorts

Responsibilities

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

Leads and performs troubleshooting, root cause analysis and communicates appropriately to stakeholders. Oversees solutions ensuring top quality solutions are available to staff. Develops quality goals, performance expectations and metrics to measure the team’s performance. Mentors Team Members to develop them professionally in their job role. Advises management with regards to situations that may require additional client support or escalation with Digital & Technology partners. Collaborates with site leadership on priorities and process improvement goals

Provides weekly status reports to Digital & Technology management and site leadership and leads monthly executive reviews with D&T and site leadership. Ability to be a creative thought partner with business stakeholders, service providers, and related technology teams. Provides creative technical solutions for all aspects of support activities and projects. Maintains confidentiality of sensitive information such as financial, personal data and future initiatives

Analyzes feedback to improve services, tools and supports experience. Supports network, wireless and hardware including but not limited to PCs, MACs, POS, handheld equipment and various hardware platforms. Performs initial troubleshooting and triage for infrastructure and software issues. Schedules employees team member's work times and provides backup support on an as needed basis. Interacts with internal and external customers to ensure a smooth operation

Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities

Performs other duties as assigned

Qualification

Technology leadershipTroubleshootingRoot cause analysisTeam managementSoftwareHardware managementClient supportPerformance metricsEnvironmental Health & SafetyCommunication skills

Required

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

Ability to be a creative thought partner with business stakeholders, service providers, and related technology teams

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

Leads and performs troubleshooting, root cause analysis and communicates appropriately to stakeholders

Oversees solutions ensuring top quality solutions are available to staff

Develops quality goals, performance expectations and metrics to measure the team's performance

Mentors Team Members to develop them professionally in their job role

Advises management with regards to situations that may require additional client support or escalation with Digital & Technology partners

Collaborates with site leadership on priorities and process improvement goals

Provides weekly status reports to Digital & Technology management and site leadership

Leads monthly executive reviews with D&T and site leadership

Provides creative technical solutions for all aspects of support activities and projects

Maintains confidentiality of sensitive information such as financial, personal data and future initiatives

Analyzes feedback to improve services, tools and supports experience

Supports network, wireless and hardware including but not limited to PCs, MACs, POS, handheld equipment and various hardware platforms

Performs initial troubleshooting and triage for infrastructure and software issues

Schedules employees team member's work times and provides backup support on an as needed basis

Interacts with internal and external customers to ensure a smooth operation

Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities

Company

Universal Destinations & Experiences

Universal Destinations & Experiences, a unit of Comcast NBCUniversal, offers guests around the world the most innovative, immersive and popular entertainment experiences.

Founded in 1968

Orlando, Florida, USA

10001+ employees