IT Manager - View Boston

LEGENDS

Founded in 2008, Legends’ operating divisions worldwide include – Global Partnerships, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Global Technology Solutions, Attractions, Growth Enterprises – offering clients and partners a 360-degree data and analytics fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Twitter and Instagram @TheLegendsWay.

 ATTRACTIONS

Global Attractions is a natural progression from Legends 360-degree platform for success. Our unrivaled guest experience and deeply researched sales and planning methodologies give us an edge. Legends currently operates 10 attractions around the globe. We bring together some of the brightest experiential and attraction masterminds around the globe to ensure each brilliant idea is regionally relevant and destined to dazzle, delight and drive a steady stream of diverse visitors.

• Custom narratives to guide the journey, delivered to deeply engage distinct visitor groups
• Bold and dramatic design to push the envelope on the physical space and inspire awe and wonder
• Re-imagined dining experiences to delight local foodies
• Leading-edge technology and innovation to drive interactivity and create fully immersive experiences
• Legends manages all operations across ticketing, special events, sponsorship food and beverage and retail for Attractions partners.

VIEW BOSTON

View Boston, which encompasses the top three floors of the Prudential Tower, will feature immersive experiential exhibits and a bistro on the 50th floor, an indoor/outdoor cocktail lounge with a 360-degree outdoor viewing deck on the 51st floor, and a double high (24-foot) indoor viewing space on the 52nd floor. The destination, designed with the adventurer in mind, was created to be an attraction that welcomes locals, and domestic and international visitors, being the ideal stop as they begin their Boston experience. Whether they are interested in discovering famed institutions and coveted hidden gems through immersive interactive experiences or meeting friends for a sunset cocktail - their unforgettable Bostonian experience starts here.   www.viewboston.com

THE ROLE   

The IT Manager will manage and assist in the daily support for multiple Point-of-Sale (POS) systems, Audio-Visual (AV) exhibits, and Corporate PC environment, while providing outstanding customer service at View Boston. The IT Manager will lead a team of technicians and act as the liaison between system and service providers and the end users to resolve all system problems, set schedules & ensure continuous professional development. They will recommend process enhancements and product upgrades, as well as collaborate with the AV Manager on ongoing equipment maintenance and event staffing. This role will report to the Director of Operations.

 ESSENTIAL FUNCTIONS

•  Supervise a team of technicians by providing guidance and leadership.
•  Create a weekly Staff schedule to cover operational hours of the venue.
•  Provide yearly performance review of technicians.
•  Ensure daily pre-opening walk-throughs are completed to ensure all Audio-Visual (AV) and Point of Sales (POS) systems are operational.
•  Manage and provide Level 1 and 2 support for all system (POS, AV, Corporate) problems as well as managing the escalation of these problems with internal and external service providers, as necessary.
•  Provide troubleshooting for basic infrastructure problems, escalating to external providers as necessary while always maintaining a high level of system support to end-users.
•  Oversee software maintenance of applications.
•  Replacement of defective hardware before, during and after attraction hours.
•  Ensure Legends’ IT infrastructure is implemented and maintained in line with company standards.
•  Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary.
•  Ensure applications are maintained and operated consistent with compliance and regulatory requirements e.g. PCI.

 Configuration / Release Management:

•  Plan, prepare and coordinate hardware and software upgrades and patches.
•  Develop and manage periodic release plans. Ensure the system is tested appropriately following each release.
•  Ensure application software configurations are documented and that any changes are effectively managed.
•  Diagnose multiple levels of software, firmware and hardware errors and execute solutions.

 General:

•  Initiates and implements improvements in all areas of IT responsibility.
•  Ensure the proper operation of AV exhibits daily.
•  Serves as main point of contact on all IT and AV related matters for the venue.
•  Work with outside partners on implementation, maintenance and support of desktop, network, and server infrastructure components.
•  Maintain a thorough knowledge of the organization and adhere to all organizational technology standards.
•  Responsible for communicating / promoting IT standards and ensuring they are followed in their facility.
•  Ensure all technical support issues are logged in Legends ticketing system - ServiceNow.
•  Maintain an inventory of all hardware devices. Track all RMA’s.
•  Assist in the management of an operational budget and processing invoices for IT services.
•  Setup and support technology used during all Events held at Facility.
•  Ensure good systems documentation is maintained.
•  Perform other duties as assigned by View Boston Management.

 QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical Requirements:

• Basic PC hardware knowledge. (A certified or equivalent experience).
• Good understanding of networking including TCP/IP, VLAN’s.
• Experience administering Windows 2008, 2008R2, 2012 operating systems.
• Knowledge and experience with wireless LAN & networking concepts.
• Experience administering tickets through helpdesk support systems (ex. ServiceNow)
• Experience in Windows Active Directory and Office365 administration
• Familiar with AV hardware and concepts
• Exposure to the following application systems would be considered a plus: accesso POS and Revel POS.
• Experience with Windows 10/11 and MS Office / Office365 suite of products.

Knowledge, Skills, and Abilities:

• Detail oriented, Problem-solving, organized, and responsible.
• Motivates team to work together in the most efficient manner.
• Remains on the forefront of emerging industry practices.
• Manages day-to-day internal client interaction.
• Ability to foster and work within a structured environment, yet remain flexible to meet the changing demands of an energetic organization
• Exposure to event support or retail sales experience preferred but not required.

Training and Experience:

• Minimum 3-5 years’ experience of IT personnel management and supervision.
• BS/BA with 5 years of relevant work experience.
• 3 years’ experience supporting PC and / or POS system hardware
• Certification in MCSE and/or MCP Preferred.
• Experience with Virtualization of both servers and desktops.
• The ideal candidate for this position will be performance driven, have outstanding interpersonal skills, and a strong working knowledge of the technical requirements outlined above.
• Willingness to be curious and learn about new technologies.
• Eagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the IT infrastructure to ensure its 24x7 availability.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location: On Site  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, talk, hear; use hands, and handle controls. The employee frequently is required to reach with hands and arms. The employee is required to stand, walk, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.

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