Senior Manager, Museum Technology Support

How You’ll Contribute

The Senior Manager, Museum Technology Support, focused on customer experience, operational uptime, and process improvement, manages a technical team responsible for configuring, securing, deploying, administering, and supporting hardware and software for the Museum's ticketing, retail point-of-sale (POS), and other related systems. In collaboration with the Museum team, the Senior Manager develops processes for delivering world-class technical support with an emphasis on the reliability of revenue-generating operations and exceptional guest service.

The position requires hands-on technical experience to work collaboratively with internal colleagues, external consultants, and vendors to implement and support solutions that meet the Museum's business goals and are consistent with security policies and industry best practices, including PCI compliance. This role will foster a culture of teamwork, operational discipline, and a customer-centric focus. Leadership responsibilities include collaborating with staff, service providers and vendors, mentoring team members, reporting effectiveness against defined metrics/KPIs, and ensuring a cycle of continuous improvement.

This position reports to the Senior Director, Technology Support Services, and may require working evening or weekend shifts to support Museum operations and special projects as needed.

The team’s portfolio includes the following types of devices, services, and technologies:
Museum ticketing systems for customer purchase, admittance, and reporting Point-of-sale systems for the retail store and hospitality operations Computer equipment and software, POS terminals, self-service kiosks, barcode scanners, receipt printers, and payment card readers Routine technical support and problem resolution for ticketing and POS systems Investigation, resolution, or escalation of complex problems with critical systems including access or network connectivity issues, system outages, and disruption of complex integrations with various other business systems.

• Monitors the daily operations of all ticketing and POS systems, ensuring maximum uptime and reliability during business hours.
• Manages the technical team responsible for providing real-time support of critical Museum business systems, while leading or delegating assigned projects, including system upgrades, hardware deployments and new feature rollouts, in collaboration with Museum staff and other IT teams.
• Establishes and measures KPIs and SLAs to measure system performance and support effectiveness, presenting regular reports to department leadership, while developing continuous improvement initiatives to enhance system performance and the end-user experience.
• Ensures all processes, hardware, and systems adhere to information security policies, particularly the PCI Data Security Standard (PCI-DSS); and Provides hands-on support during normal operations, critical periods, major events, or in a backup capacity for staff.

• Provides leadership, technical guidance, and coaching to staff, mentoring the team to maintain a focus on customer service, operational excellence, and innovation.
• Creates the support team’s work schedule to ensure technical coverage during Museum operating hours and other designated times, including working as lead engineer for designated shifts.
• Represents the team in technology projects and working groups, providing subject matter expertise, and performs assigned ITIL leadership roles related to incident management, change management, problem management, and major incident management.
• Reports on critical strategic and tactical issues relevant to ticketing and POS operations and presents recommendations to management.

• Collaborates across IT and with Museum operational teams in the evaluation and implementation of new functionality, systems and services.
• Recommends and oversees service level objectives, vendor services, and system life cycles for all ticketing and POS hardware and software, and works with administrative teams on statements of work and other vendor…