Manager. Technology Services

MLB Network (MLBN) is searching for a Manager, Technology Services. This leadership role is responsible for managing technical support operations, driving team performance, and ensuring high-level end user service.  Key duties include leading a team of technical support analysts, handling escalations, incident/request management, managing end user IT projects, improving support processes, inventory management, and supporting broadcast/production workflows.  The manager will need to be an effective communicator and have the ability to promote cross-organizational collaboration.  This role requires experience in managing enterprise-level support, strong analytic skills, and a tactical approach to executing IT initiatives.   

Responsibilities:

• Lead a team of technical support analysts, managing day-to-day support operations of incidents, requests, and tasks for a 24x7x365 company. 
• Oversee and ensure timely resolution of technical issues and efficient handling of service requests. 
• Work with senior leadership to prioritize, scope, and plan business initiatives with the ability to build in-depth technical rollout plans.  
• Foster a positive, collaborative environment in line with MLBN values. 
• Be a reliable decision maker with strong, clear judgement in a high-pressure environment. 
• Oversee the internal IT technical stack for an on-prem, remote, and broadcast/production workforce.  
• Oversee AV and conference room technology and events as needed. 
• Manage cloud services, identity solutions, and endpoint management platforms.  
• Manage hardware and software for employees on a range of devices including Windows, macOS, iOS, Android, etc.  
• Serve as the primary contact for IT escalations with the ability to manage major incident responses.  
• Actively coach and mentor team members. 
• Partner with MLB Technology Services on cross-organizational initiatives, projects, tasks, and overall strategy of the global MLB Technology Services. 
• Articulate complex IT concepts and topics to non-technical stakeholders and provide regular clear, concise updates to leadership.   
• Manage budget, capital, and operational costs as needed. 
• Other such duties as required. 

 Qualifications and Skills:

• Minimum of 8-10 years’ experience in end-user technology support in a medium/large company. 
• Minimum of 3 years’ experience in a supervisory or management role with direct line management of support staff.  
• Strong knowledge and experience in OS level support for a variety of operating systems including Windows 10/11, macOS, iOS, Android, iPadOS, etc. 
• Deep expertise in a variety of internal IT infrastructure tools and systems including Microsoft Active Directory, Entra, Intune/ManageEngine, M365, Okta, etc.  
• Experience in supporting virtualization platforms such as VMware, Citrix, etc. 
• Expertise in administering/supporting a wide range of end user collaboration products including Zoom, Asana, Slack, Google Workspace, M365, Smartsheets, etc.  
• Experience in supporting post-production systems, workflows, and applications such as Adobe Premiere, After Effects, MAM’s, SAN’s, etc.  
• Coding and scripting experience with general purpose programming languages (ie. Python, PowerShell, Bash). 
• Ability to troubleshoot and work within CLI’s.  
• General understanding of networking and networking concepts (DHCP, TCP/IP, DNS, etc). 
• Demonstrated ability to manage internal deployments of hardware/software to meet business requirements and objectives.  
• Excellent written and verbal communication skills.  
• Strong analytical thinking and a proactive approach to solving complex problems, with the ability to remain calm under pressure.  
• The capacity to perform in ambiguous and complex problem space with a high degree of ownership and autonomy.  
• Excellent time management skills with the ability to prioritize tasks effectively.  
• Ability to work cross-functionally with stakeholders across the business and external organizations.  
• Proven track record of developing training paths for direct reports and fostering professional growth internally.   
• Able to treat confidential information in a discreet and appropriate manner.  
• Demonstrate a commitment to highly professional and ethical standards in a diverse workplace. 
• Able to work non-traditional hours, in non-traditional settings. This includes working weekends, evenings, and holidays, as well as potential travel to industry and baseball special events. 
• Must be able to effectively work remotely when scheduled to work off-site and when covering on-call. 
• Be available to travel occasionally both domestically and internationally to support events, branch offices, and youth academies. 
• Ability to lift up to 25 pounds. 
• Possess the visual acuity needed to effectively deliver required work product. 
• Possess the auditory acuity needed to effectively deliver required work product.   
• Ability to sit, stand, kneel, bend, twist, and turn for sufficient lengths of time in order to effectively deliver required work product.   

 

Education:

• Bachelor’s Degree in a computer technology capacity such as Computer Science, IT, Broadcast Technology, or equivalent work experience.

 Position Reports to:

• Director, IT 

 Pay Range: $115,000 - $133,000

As a candidate for this position, your salary and related aspects of compensation will be contingent upon your work experience, education, skills, and any other factors MLB Network considers relevant to the hiring decision. In addition to your salary, MLB Network believes in providing a competitive benefits package for its employees. 

 

Top MLB Network Perks & Benefits:

• Exceptional Medical/Dental/Vision Coverage 
• Company Contributed 401K Plan 
• Paid Time Off and Holidays 
• Discretionary bonus eligibility
• Family Leave Benefits
• Commuter Benefits
• Discounts at MLB Store | MLBShop.com
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Employee Assistance Programs (EAP)
• Training & Development Programs
• Tuition Reimbursement

Why MLB Network?

MLB Network is the ultimate television destination for baseball fans, with studios located in Secaucus, N.J., just minutes from New York City. Featuring live regular season game telecasts, original programming, highlights, insights and analysis from the best in the business, MLB Network produces baseball content for delivery to multiple media platforms. Cutting-edge technology is used to create MLB Network's Emmy Award-winning programming via roles in live studio and remote production, operations, engineering, media management, creative services, social media and others.

Applicants requiring a reasonable accommodation for any part of the application and hiring process, please email us at MLBNHR@mlb.com. Requests received for non-disability related issues, such as following up on an application, will not receive a response.

Are you ready to Step Up to the Plate? Apply below!