We're hiring! See our opportunities here

People, Person, Cafe, Restaurant, Chair, Furniture, Brick, Buffet, Cafeteria, Sitting, Railing, Handrail, Banister, Couch

Manager, IT Support

Nashville, Tennessee, United States

Manager, IT Support

  • Nashville, Tennessee, United States
  • Full-time

THE CHALLENGE


You will lead and manage the IT Support Engineering team at Eventbrite. IT Support oversees the delivery of outstanding technical support and solutions to our global Britelings in worldwide offices or in remote locations. The team ensures our global Britelings are empowered with the technology they need to get their jobs done effectively whether in the office or working remotely.


THE TEAM


The Eventbrite IT team, or BriteTech as we are fondly referred to as internally, is responsible for overseeing all internal technical operations. The IT Support Engineering team is one of three IT teams in BriteTech. This team provides outstanding IT end user and A/V support, procures IT equipment like laptops and peripherals, manages user lifecycle management (onboarding/offboarding), manages inventory, and helps deliver a supportive technical environment for Britelings to thrive.


 THE ROLE


BriteTech is looking for a stellar IT Support Manager to oversee the IT Support Engineering function and its amazing global cast of IT Support Engineers. This is a hands-on leadership role based in the Nashville office. You will report to the Head of Global IT and work as a collaborative partner with the leaders of IT Systems Engineering and IT Infrastructure Engineering and with the greater IT team.

 

YOU WILL

  • Set and cast vision for worldwide IT support delivery for all types of Britelings in their workplace preference
  • Serve as the people manager and leader for the team of IT Support Engineers, including career development and personal development
  • Establish and monitor SLA and IT support ticket metrics, manage, assign, and direct resources as needed to maintain outstanding support
  • Work alongside the team of IT Support Engineers to resolve tickets in a timely fashion, handle escalated issues, and pitch in where necessary to make things happen
  • Analyze metrics, run reports, create regular summaries of work completed, help identify blind spots and needs based on data analysis
  • Oversee project prioritization and resource allocation for the IT Support Engineering team. Set the quarterly and annual project priorities in collaboration with the Head of IT and other IT functional teams
  • Oversee A/V delivery in global offices and ensure team provides outstanding A/V support for large meetings (e.g. All Hands) and coordinates A/V maintenance
  • Oversee hardware and client software purchasing and procurement in collaboration with local IT teams in geographic offices
  • Oversee onboarding and offboarding globally in collaboration with local IT teams
  • Collaborate with IT Systems Engineering and IT Infrastructure Engineering to provide the right tools to the right teams across the business
  • Proactively work to measure and improve the overall end user experience for fellow Britelings
  • Manage inventory globally using Inventory Management System, MDM Platforms and any associated integrations to maintain up to date statuses of physical inventory. Oversee the creation and ongoing revision end user IT help articles, canned responses, and other documentation
  • Manage vendor relationships across a wide variety of IT services, consultants, procurement vendors, and software vendors - coordinating efforts with other IT teams
  • Consult on annual and quarterly budget, manage effective operational expense spend throughout the year

THE SKILL SET

  • A bachelor's degree and/or at least 5 years of experience working in an IT role, with at least 2 years experience as a manager
  • Experience leading an IT Support team including career development, project planning, and strategic thinking
  • Experience deploying, configuring, maintaining and troubleshooting macOS and Windows desktop systems
  • Experience configuring, running, and troubleshooting A/V in small and large conference rooms or spaces and helping run A/V meetings
  • Experience with physical inventory management and working cross-functionally with facilities and other departments
  • Experience troubleshooting complex IT problems as people pace nervously in front of you, fretting loudly about their impending deadlines and loss of revenue, all while keeping a smile and fixing the problem without breaking a sweat.
  • Singing is also acceptable, as long as you don't have a pitch problem
  • The ability to flourish as part of a team, be mentally flexible, a good sense of humor, and a passion for snacks

THE TECH STACK

  • Desktop Support (macOS, Windows), SaaS and IT administration (G Suite, Okta, JIRA, Slack, LastPass, Jamf, AirWatch, etc.), A/V Support (Conference rooms, Event spaces, Google Hangouts, Zoom, Zoom Rooms, Chromebox for Meetings), Mobile Device troubleshooting (iOS, Android), Telephony, Procurement and Inventory Management, Ticket Management (JIRA Service Management), basic network troubleshooting (VPN, Wireless)

BONUS POINTS

  • Active Eventbrite user with a passion for live events
  • Experience handling IT procurement in multiple countries across North and South America, UK and EMEA, and Australia
  • Spanish speaker

WHAT WE OFFER

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks.

In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, on-site services, and much more.


We care about your mental health and wellbeing

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And if you like sports, we have our wellness program to pay for your gym expenses.

Ongoing training and career development is an important part of our culture

We offer unlimited access to courses in Udemy, language exchange programs, internal training, Briteling talks, workshops and weekly sessions with our CEO

Work-life balance is extremely important to us

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing.


We are currently working on becoming compliant with the new regulations in Colorado. Until we are able to do so, this role cannot be performed in Colorado



ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of nearly one million event creators in over 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it's an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 300 million tickets distributed to more than 4 million experiences in 2019, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love.


IS THIS ROLE NOT AN EXACT FIT?

Sign up to keep in touch and we’ll let you know when we have new positions on our team.



Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

 Applicant Privacy Notice


Apply Now

Alert me about jobs like this

Not You?

Please complete your application on the next screen

Recommended Jobs

Senior Copywriter

9fe6e239-72e0-4714-95b8-bbcdc10aa0fa Los Angeles California United States Los Angeles, California, United States Marketing Marketing
OverviewOur mission is to bring the world together through live experiences, and we live that everyday in our words and actions, supporting creators in building their event businesses. Our platform is home to one of the most diverse and vibrant cr...

Brand Design Lead

30908801-9b05-4fa8-bda1-994bb14edfd2 Los Angeles California United States Los Angeles, California, United States Marketing Marketing
OverviewOur mission is to bring the world together through live experiences, and we live that everyday in our words and actions, supporting creators in building their event businesses. Our platform is home to one of the most diverse and vibrant cr...

Brand Designer

c4e36005-ef8c-447b-b5a5-f3188e4b0fe6 Remote Argentina Remote, Argentina Marketing Marketing
THE ROLEThe Front End Designer plays an essential role in creating authentic experiences for our creators. We are seeking an experienced, detail oriented front end designer who has a passion for creating highly refined digital pages that are visua...

Apply Now

Alert me about jobs like this

Not You?

Please complete your application on the next screen

People, Person, Ping Pong, Sport, Sports, Electronics, LCD Screen, Monitor, Screen
People, Person, Conference Room, Indoors, Meeting Room, Room, Restaurant, Meal, Food, Cafeteria, Buffet, Screen, Electronics
People, Person, Conference Room, Indoors, Meeting Room, Room, Computer, Electronics, Laptop, Furniture, Table, Desk, Pc, LCD Screen, Screen