Sr. Manager, Technology Operations

Job Summary

The Senior Manager, Technology Operations provides technology leadership for all aspects of the on-site technologies and leads the on-site team of D&T resources. In this role, the Sr. Manager will oversee the operations and maintenance of all desktops, laptops, tablets, POS, mobile handheld devices, software, and services 24×7/365 days for all Team Members. The Senior Manager will also oversee troubleshooting and triage for infrastructure such as Wi‑Fi, Network, and software platforms including ticketing and food/beverage/retail point of sale/hotel technologies.

He/she manages all processes related to the identification, prioritization, and resolution of end‑user support requests, including the monitoring, tracking, and coordination of support functions. Responsibilities include managing client expectations, developing the team, meeting defined metrics, and proactively communicating with Digital & Technology leadership to best support operations in this fast‑paced position.

• Maintain key relationships with stakeholders and internal business customers; oversee service requests, incidents, and problems.
• Lead urgent and complex support issues and incidents, monitor and manage the ticket queue, and participate in escalated calls as needed. Serve as the escalation point for all requests and incidents and act as site lead for compliance partnership with NBCUniversal and other UDX teams.
• Lead troubleshooting, root cause analysis, and communicate findings appropriately to stakeholders. Oversee solutions ensuring top‑quality options for staff. Establish quality goals, performance expectations, and metrics to measure team performance.
• Mentor Team Members to develop them professionally and advise management about situations requiring additional client support or escalation with Digital & Technology partners.
• Collaborate with site leadership on priorities and process improvement goals; provide weekly status reports to Digital & Technology management and site leadership and lead monthly executive reviews with D&T and site leadership.
• Create creative technical solutions for all support activities and projects, maintaining confidentiality of sensitive information such as financial, personal data, and future initiatives.
• Analyze feedback to improve services, tools, and support experience.
• Support network, wireless, and hardware including PCs, MACs, POS, handheld equipment, and various hardware platforms. Perform initial troubleshooting and triage for infrastructure and software issues.
• Schedule employee and team member work times and provide backup support as needed.
• Interact with internal and external customers to ensure smooth operations.
• Participate in Environmental, Health & Safety responsibilities following UO policy, procedures, training, and team member activities.
• Perform other duties as assigned.

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; or equivalent combination of education and experience.

Universal Orlando is an equal opportunity employer. EOE