What are the responsibilities and job description for the IT Team Lead position at TKO?
Who We Are
UFC® is the world’s premier mixed martial arts organization (MMA), with more than 700 million fans and approximately 300 million social media followers. The organization produces more than 40 live events annually in some of the most prestigious arenas around the world while broadcasting to over 950 million households across more than 170 countries. UFC’s athlete roster features the world’s best MMA athletes representing more than 80 countries. The organization’s digital offerings include UFC FIGHT PASS®, one of the world’s leading streaming services for combat sports. UFC is part of TKO Group Holdings (NYSE: TKO) and is headquartered in Las Vegas, Nevada. For more information, visit UFC.com and follow UFC at Facebook.com/UFC and @UFC on X, Snapchat, Instagram, and TikTok: @UFC. TKO Group Holdings, Inc. (NYSE: TKO) is a premium sports and entertainment company. TKO owns iconic properties including UFC, the world’s premier mixed martial arts organization; WWE, the global leader in sports entertainment; and PBR, the world’s premier bull riding organization. Together, these properties reach 1 billion households across 210 countries and territories and organize more than 500 live events year-round, attracting more than three million fans. TKO also services and partners with major sports rights holders through IMG, an industry-leading global sports marketing agency; and On Location, a global leader in premium experiential hospitality.
The Role And What You’ll Do
We are seeking a highly skilled Team Lead to provide end user and senior executive support while coaching and acting as an escalation point for support engineers. The ideal candidate will have extensive experience supporting C-Suite and other senior executives through daily operational needs, meeting support, and new technology deployments.
The Team Lead oversees the day-to-day functions of the team, providing leadership and support to the teams that report to them. They are the main escalation points for IT Support Engineers and conduct training and mentoring sessions with IT staff so that they can be equipped with new knowledge and skills to remain current. This role requires a consummate professional who can prioritize tasks effectively, demonstrate and execute on urgency, work collaboratively within a team, and positively motivate those around them to do the same. The ability to explain technical concepts in non-technical terms to users at an executive level is essential, as is defining trends and taking proactive steps to resolve or escalate expediently for resolution.
TKO is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws regarding non-discrimination in employment. TKO makes employment decisions based on merit and qualifications, without considering an employee’s or applicant’s race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other basis prohibited under federal, state or local laws governing non-discrimination in employment in every location in which the Company has facilities. TKO also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state or local laws. For information about Privacy and Information Security for TKO employment candidates, please review our Privacy Policy. For information regarding Terms of Use for this and other TKO websites, please review our Terms of Use.
UFC® is the world’s premier mixed martial arts organization (MMA), with more than 700 million fans and approximately 300 million social media followers. The organization produces more than 40 live events annually in some of the most prestigious arenas around the world while broadcasting to over 950 million households across more than 170 countries. UFC’s athlete roster features the world’s best MMA athletes representing more than 80 countries. The organization’s digital offerings include UFC FIGHT PASS®, one of the world’s leading streaming services for combat sports. UFC is part of TKO Group Holdings (NYSE: TKO) and is headquartered in Las Vegas, Nevada. For more information, visit UFC.com and follow UFC at Facebook.com/UFC and @UFC on X, Snapchat, Instagram, and TikTok: @UFC. TKO Group Holdings, Inc. (NYSE: TKO) is a premium sports and entertainment company. TKO owns iconic properties including UFC, the world’s premier mixed martial arts organization; WWE, the global leader in sports entertainment; and PBR, the world’s premier bull riding organization. Together, these properties reach 1 billion households across 210 countries and territories and organize more than 500 live events year-round, attracting more than three million fans. TKO also services and partners with major sports rights holders through IMG, an industry-leading global sports marketing agency; and On Location, a global leader in premium experiential hospitality.
The Role And What You’ll Do
We are seeking a highly skilled Team Lead to provide end user and senior executive support while coaching and acting as an escalation point for support engineers. The ideal candidate will have extensive experience supporting C-Suite and other senior executives through daily operational needs, meeting support, and new technology deployments.
The Team Lead oversees the day-to-day functions of the team, providing leadership and support to the teams that report to them. They are the main escalation points for IT Support Engineers and conduct training and mentoring sessions with IT staff so that they can be equipped with new knowledge and skills to remain current. This role requires a consummate professional who can prioritize tasks effectively, demonstrate and execute on urgency, work collaboratively within a team, and positively motivate those around them to do the same. The ability to explain technical concepts in non-technical terms to users at an executive level is essential, as is defining trends and taking proactive steps to resolve or escalate expediently for resolution.
- Provide expert IT support to end users, including senior executives, ensuring their technology needs are met promptly and efficiently
- Act as an escalation and leadership point for local support engineer teams
- Provide moderating and QA for executive meetings as needed
- Support the AV footprint, including troubleshooting/managing various meeting platforms and room improvements as needed
- Troubleshoot and resolve issues related to Windows and Mac hardware and operating systems
- Maintain a high level of professionalism and discretion when handling sensitive information
- Collaborate with, coordinate, and mentor team members to ensure seamless IT operations
- Communicate technical concepts clearly and concisely to non-technical end users
- Demonstrate ability to execute projects and contribute positively to an organization
- Provide hands-on support for the Desktop Technology environment
- Participate in monitoring for and executing key process improvements
- Participate in moves, adds, and changes as they relate to the technology environment
- Occasional travel and occasional on-call escalation support
- Judge situational feedback (user frustration, systems urgency, etc.) and adjust approach accordingly
- College diploma or university degree, preferably in Computer Science and/or 6 years of equivalent work experience with 3 years of supervising or leading support teams
- Experience with Microsoft Windows and associated hardware
- Experience with macOS, iOS and Apple hardware
- Detailed knowledge of Microsoft Office Products and client applications
- Experience supporting iPhone/iPad devices with Mobile Device Management (Microsoft Intune etc.)
- Hands-on hardware and software troubleshooting experience
- Strong written and verbal communication and interpersonal skills
- Able to present technical ideas in professional and user-friendly language
- Able to effectively prioritize tasks in a high-pressure environment
- Strong customer service orientation and mindset
- Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals
- Experience with Cloud storage and collaboration applications (Google Workspace, Box, etc.) a plus
- Experience supporting Single Sign-On platforms and Two-Factor Authentication
- Experience with ServiceNow and/or another ticketing system
- Experience with Web Meetings and UCaaS (Zoom, Hangouts Meet, Microsoft Teams, etc.) a plus.
- Experience with Windows Intune and JAMF MDM for macOS management
- Strategic Thinking: Ability to identify and escalate trends for attention.
- Technical Knowledge: In-depth understanding, curiosity, and desire to learn about the technical environment.
- Teamwork & Communication: Exceptional interpersonal skills to engage and support stakeholders at all levels. Proven ability to manage relationships across business units.
- Leadership: Effective direction, delegate, and coach to ensure excellent performance by team.
- Project Management: Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results on time and within budget.
- Continuous Improvement: Understand the needs of the business and advocate on behalf of the executives to ensure their tech is appropriate for their needs.
- Certifications preferred:
- Q-SYS Video 101 Training, Q-SYS Control 101 Training, Q-SYS Design Level 1 Certification
- A and/or Network industry certification
- Microsoft Certification
- Okta Certification
- Apple Certification - ACMT or ACHC a plus
TKO is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws regarding non-discrimination in employment. TKO makes employment decisions based on merit and qualifications, without considering an employee’s or applicant’s race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other basis prohibited under federal, state or local laws governing non-discrimination in employment in every location in which the Company has facilities. TKO also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state or local laws. For information about Privacy and Information Security for TKO employment candidates, please review our Privacy Policy. For information regarding Terms of Use for this and other TKO websites, please review our Terms of Use.