Manager, Tech Support

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

Universal Music Group is hiring a Tech Support Manager whose role is to manage the Tech Support team and provide professional and timely support for a wide range of technology, software, and conference systems. The role requires excellent technical and interpersonal skills along with a commitment to our team values: being of service to our clients; having a passion for our work;

exemplifying integrity in all that we do; and acting with courage by doing the right thing for our clients and the business.

The role requires interpersonal skills to complement the technical knowledge and skills required. It requires someone who can empathize with the Tech Support and Service Desk teams, simplify technical information and instructions, and demonstrate a sense of urgency and a strong desire to provide outstanding service. An elevated level of technical expertise is required, demonstrable by certification or equivalent experience in a similar environment.

The service provided is high‑visibility front‑line and remote end‑user support at our offices or via hybrid working, and may also cover other locations as required.

• Manage a team of skilled support technicians to provide support for a range of technologies, including Microsoft Windows and Apple Mac systems, across the UMG business units.
• Escalation support for the teams in helping diagnose and solve hardware or software faults and troubleshooting technology issues.
• Build strong business and inter‑team relationships.
• Maintain the support operations capability according to strict SLAs, OLAs and KPIs.
• Ensure teams adhere to technology processes and procedures while delivering a memorable end‑user experience.
• Manage and monitor day‑to‑day tech support tasks, incidents and escalations.
• Provide day‑to‑day technical support when and where appropriate.
• Carry out any other reasonable instruction as directed by the regional support leader.
• Manage and schedule team onsite/remote support rotations, holiday coverage and related planning.
• Coaching and mentoring of direct reports in both personal and team accountabilities as well as career paths.

• Strong interpersonal skills and the ability to work effectively across all levels of an organization and handle each request with discretion, tact, diplomacy, and patience.
• Technical knowledge of IT services management tools (e.g., ticketing systems, reporting & survey management).
• Analytical / technical problem‑solving and troubleshooting skills across a wide range of technologies.
• Strong knowledge of Apple, Windows, O365 products, and build and configure via SCCM/Intune/JAMF.
• Proven troubleshooting skills ranging across multiple disciplines, software, and hardware.
• Understanding of networking and network troubleshooting.
• Familiarity with AV and video conferencing standards, practices, and technology.
• Good knowledge of Service Now functionality.
• Respond within agreed time limits to incidents and service requests.
• Work continuously on a task until completion or escalating to another group where appropriate.
• Manage multiple cases with changing priorities.
• Establish a good working relationship with customers and colleagues within Global Tech.
• Represent Global Technology with professionalism and always demonstrating Global Technology values.
• Strong oral and written communication skills.
• Ability to travel to other locations if required (company expense reimbursement policy applies).

• Comprehensive medical, dental and vision coverage.
• 100% coverage for out‑patient in‑network mental health services.
• Fertility coverage for eligible medical plan participants.
• Well‑being…