Local IT Support Lead, Live Nation
Office located in Beverly Hills, CA
Entertainment events promoter and producer
Job no longer available
Entertainment events promoter and producer
1001+ employees
Job no longer available
Office located in Beverly Hills, CA
1001+ employees
Company mission
Live Nation's mission is to help live music fans more easily and quickly find concert tickets and information about their favourite artists and venues.
Role
Who you are
- Practical experience in IT service and support e.g., Active Directory user and device maintenance, incidents and service request management working to SLAs
- Broad IT technical knowledge (infrastructure, desktop, security, compliance, basic networks and backup/DR
- Knowledge/application of IT service delivery
- Practical support knowledge of current operating systems including Windows 10-11 / Mac OS
- Support knowledge of applications including Druva, Zoom & Zoom-Phone, Okta, Box, Google Suite, Lucid Chart, Lucid Link, Slack, Zendesk, Office-Space, Smartsheets, Asana & the O365 suite
- Self-motivated, enthusiastic, confident, and personable
- Contribute to the team's overall efficiency by consistently managing and resolve a minimum of 50 tickets per week with documentation on how complex issues were solved
- Good understanding of Audio-Visual technologies including Zoom, DTEN, IPTV, Digital Signage, & Crestron
- Strong communicator – verbal and writteN
- A positive attitude, with drive for achievement and continuous improvement
- Demonstrates strong service ownership and a proactive attitude
- Complete regular knowledge transfers to other team members
- Manage escalated issues with a strategic and solution-oriented approach
- Demonstrate expertise in resolving unique challenges beyond standard support tickets
- Excellent customer/stakeholder/colleague relationship skills, including conflict management
- Customer focused, and able to deal effectively with challenging customers
- Adaptable to shifting priorities, high pressure demands and tight timelines
- Ability to lift a minimum of 50 pounds, adhering to occupational safety standards
- Driving license would be useful but not essential
What the job involves
- The North American IT Support team is responsible for ensuring that the computer users across the Live Nation Entertainment enterprise can work effectively and continuously by providing desktop and workplace IT support services aligned with business need and expectation
- The IT Support Lead’s primary focus is to provide hardware and software support plus general IT assistance and advice to Live Nation Entertainment staff based in venues and offices across the business
- The role requires technical skill to ensure that IT incidents and service requests are being efficiently resolved, with an emphasis on creating a proactive and continually improving environment
- Working within the IT Support Team, and closely with the wider IT groups, the leads are expected to respond to requests for assistance (incidents and requests) from internal customers via multiple channels, including walk-up and Online Support requests as well as act as an escalation point for more complex issues before strategically handing those tickets off to Tier 3 or external support
- Leads are expected to respond to requests for assistance from internal customers or those referred by Online Support, ensuring that they are dealt with in a pleasant, professional, and timely manner, as well as contributing to the wider operation of the LNE IT framework
- In addition to performing operational and maintenance activities they will log all calls received and keep them updated, ensuring status monitoring is accurate
- They are expected to efficiently manage time between primary job function and a specialist and secondary responsibilities, including tasks related to event management and office buildouts
- The leads are responsible for monitoring trends and resourcing issues. When appropriate, they should create centers of excellence within the team to be able to better serve our customer base such as Executives and joint venture partners
- This role is based in our key corporate offices but may occasionally require support visits to other locations within the LNE business with Director approval
- Resolve tickets (IT incidents and requests) according to LNE procedures
- Ensure that ticket queue for Live Nation customers is actively managed to ensure correct ticket prioritization, minimize backlog and achieve SLAs/ KPIs
- Act as an escalation point for service exceptions
- Create & maintain documentation for core applications across all tiers of support
- Engage in problem management to analyze service characteristics/trends and thus propose and deliver service improvement
- To complete all relevant administration tasks to help towards more efficient team working, such as call logging, calendar entries, time management & knowledge transfer
- Ensure desktop technology compliance with LNE standards and policies
- To perform operational and maintenance activities on printers, conference rooms and networks in accordance with procedures provided by the relevant team Manager
- To advise customers & fellow IT team members on Best Practices particularly in the retention of data, email and Internet usage and application of desktop software
- Participate in projects relating specifically to desktop technology applications and audio-visual
- Assist in transforming this tier 1 & 2 based support function from a reactive to proactive and customer-centric team
- Build positive relationships with key Live Nation and IT stakeholders to align service needs to business need
- To complete other project led or technical duties as appropriate
- To treat all customers and colleagues with respect and to demonstrate a commitment to Live Nation Entertainment’s Equal Opportunities Policy
Our take
Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2009, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.
Despite its dominant position in the market, the company saw an 84% drop in revenue during 2020 and the closure of live events. Since then, however, demand has been stronger than ever for their ticket sales. This is a reflection that live events remain a clear priority for consumers and has been further reflected in Live Nation's acquisitions of companies - like Goodlive - that complement and bolster Live Nation's portfolio.
In addition to live events, a key area to watch for Live Nation will be the rise of online concert streaming, like that undertaken by competitors such as Driift. Major festivals such as Glastonbury have trialled online concerts with mixed reviews. If it proves successful, this could be a major new section of the entertainment market and a big potential part of Live Nation's future ventures.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
- YOURSELF: Paid time off policy including holidays, sick time and day off for your birthday, free concert tickets
- WEALTH: 401(k) program with company match, Stock Program Reimbursement
- FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
- CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
- OTHERS: Volunteer time off, crowdfunding network
Company values
- Live for artists - Artists are the heart of what we do and we have deep reverence and respect for their creativity. We believe live music is vital to art and culture which is why in 2019, we paid artists more than $6 billion, making Live Nation by far the largest financial supporter of musicians. Beyond global touring deals and festival performances, our Artist Nation group offers services such as management, business marketing and consulting to artists across all genres
- Live for decentralisation - We don’t believe in bureaucracy and we don’t mandate synergy. We keep our corporate teams small, because we trust that our decentralized divisions know how to make the best decisions for their businesses in real time
- Live for ideas - Part of working in a creative industry is imagining what could be and exploring the possibilities. We encourage everyone at Live Nation to dream big and email our CEO with ideas to move our business forward
- Live for entrepreneurship - Employees who thrive here are self-starters who are experts at what they do. While we give a tremendous amount of independence to our employees, we are also precise and exacting about performance. There is no hiding behind process here. You are evaluated on your results and concrete contributions to our business
- Live for focus - We have a long “To Do” list but an even longer “Not To Do” list. As the demand for live events continues to grow across the globe, we have to stay focused on our core mission of connecting artists with their fans for those magical hours of live music
- Live for talent - We believe talent comes from any place or background. This is not a place for elitists. We hire people for who they are – hard workers who deliver results and are passionate about what they do
Company HQ
Barbican, London, UK
Articles
Leadership
Michael Rapino
(President and CEO, not founder)They worked for 10 years in various marketing and entertainment capacities at Labatt’s Breweries of Canada. They held several roles at Clear Channel Communications, including President and CEO of Global Music. They were named CEO and President of Live Nation in 2005.
People progressing
Joined as a Financial Accounting Manager in 2017, promoted to Director and then VP of Financial Accounting.
Joined as Executive VP Marketing in 2012, promoted to Senior VP & Head of Marketing after 2 years.
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