What are the responsibilities and job description for the End User Support Manager position at livenation?
Job Summary: JOB DESCRIPTION - End User Support Manager Location: São Paulo, Brazil (Hybrid) Division: Ticketmaster Line Manager: Technology Director THE TEAM We are fans who help fans everywhere access the live events they love. As a proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else!), we’re enriching lives, one amazing experience at a time. And we think that’s incredible. If you’re passionate about the magic of live entertainment like we are, and you want to work for a company dedicated to helping millions of fans experience it, we want you on our team. WHAT YOU WILL BE DOING Lead, coach, and develop a team of EUS Engineers, fostering a high-performance and collaborative culture. Conduct regular 1:1s, performance reviews and individual development planning for all direct reports. Drive talent acquisition, onboarding and succession planning within the EUS team. Promote knowledge sharing, mentorship and structured cross-training across support tiers. Support lower-level staff through guidance, advanced training and day-to-day supervision. Oversee day-to-day IT support operations across TM offices in Latin America Define, manage and report on SLAs, KPIs, and team productivity metrics using ticketing tools (Zendesk). Manage escalation paths across support tiers, serving as the final local escalation point for complex or high-priority issues. Maintain and optimize asset inventory processes, ensuring data accuracy for LATAM audits and global reporting. Diagnose and remediate escalated issues both remotely and on-site when required. Minimize incidents and service disruption by driving proactive support and preventive maintenance practices. Ensure all EUS activities comply with Ticketmaster's IT security standards and global policies. Oversee the implementation and enforcement of endpoint security practices, access management, and data protection protocols. Participate in IT audits and collaborate with Security and Infrastructure teams on risk mitigation. Ensure practice of department security standards across all team activities. Identify process gaps and lead initiatives to improve support efficiency, self-service adoption, and user satisfaction. Contribute to the development and maintenance of knowledge base articles, runbooks, and internal documentation (Confluence). Evaluate and recommend new tools, technologies, and methodologies to improve team capabilities and service quality. Support management in the development of systems for all End User Support functions. Keep current with industry standards, evolving technologies, and methodologies. Advise internal clients on Ticketmaster's best practices and procedures for IT support, security, and technology operations. Act as the primary IT point of contact for LATAM business stakeholders, managing expectations and communicating service updates. Enable swift conflict resolution and escalation across teams if necessary. Show a bias toward action and build and maintain strong relationships with stakeholders. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) University degree or similar higher education, in Information Technology, Engineering, Computer Science or related field Experience with Microsoft 365 administration, Intune/MDM solutions, or cloud environments (Azure, AWS). Minimum 10 years of overall IT experience, with a minimum of 2 years in a people management or team lead capacity. Works effectively on a team and partners with cross-functional teams to deliver key results Strong interpersonal, written, and verbal communication skills with an ability to effectively collaborate with diverse groups Excellent organizational skills with an eye for detail Problem-solving and critical thinking skills The ability to objectively assess processes, recommend improvements and implement based on direction and goals Solid understanding of Windows and macOS environments, endpoint management and networking. Strong interpersonal, written, and verbal communication skills with an ability to effectively collaborate with diverse groups. Excellent organizational skills with an eye for detail. Problem-solving and critical thinking skills. Procient in English – written and spoken (required for collaboration with global IT teams in UK and US) Experience with the entertainment or ticketing industry is a plus. Fluent in Spanish is a plus. ITIL v4 Foundation certification or equivalent is a plus. LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive EQUAL OPPORTUNITIES We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains. LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Our work is guided by our values: Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.