Summary of Position
As the Senior Manager of IT Support at Starz, you will be responsible for ensuring the seamless operation of our IT support functions. Your role will involve leading a dynamic team to deliver exceptional technical support, manage complex IT issues, and drive improvements that align with Starz's strategic goals. You will focus on enhancing user satisfaction, optimizing IT support processes, and implementing innovative solutions to support our fast-paced environment.
Responsibilities
Leadership & Team Management
- Oversee hiring, training, and development efforts to ensure the team is well-equipped to handle the unique demands of the media and entertainment industry.
- Manage the daily operations of the IT support team, including service desk activities, resolving complex technical issues, and ensuring an exceptional service level.
- Foster a culture of continuous improvement within the IT support team.
- Maintain industry-standard best practices to enhance efficiency and effectiveness.
Technical Support Operations & Project Management
- Act as an escalation point for complex technical issues and ensure rapid resolution.
- Champion a user-centric approach by ensuring high levels of satisfaction and timely resolution of support requests.
- Communicate clearly and quickly with business users and technical teams when issues arise.
- Collaborate with other IT teams, departments, and external vendors to ensure cohesive support and integration with other systems. Participate in cross-departmental projects to support broader organizational goals.
Process Improvement & Documentation
- Develop, implement, and enforce IT support policies and procedures.
- Ensure compliance with industry standards, regulatory requirements, and internal guidelines.
- Manage resources effectively, including personnel and technology investments by developing and maintaining a department budget that adequately supports operations through cost-effective solutions without compromising service quality.
- Monitor and analyze key performance indicators (KPIs) and service metrics to track performance and identify areas for improvement. Provide regular reports and insights to senior management.
- Stay abreast of emerging technologies and industry trends. Evaluate and recommend new tools and technologies to enhance IT support capabilities and align with Starz's strategic vision.
- Stay abreast of emerging technologies and industry trends. Evaluate and recommend new tools and technologies to enhance IT support capabilities and align with Starz's strategic vision.
Stakeholder & Vendor Management
- Develop and maintain strong relationships with key stakeholders to understand their needs and expectations.
- Manage relationships with third-party vendors and service providers, ensuring that SLAs are met.
Qualifications and Skills
- Bachelor’s degree in information technology, Computer Science, or a related field. Advanced certifications (e.g., ITIL, CompTIA A+) are preferred.
- 7-10 years of experience in IT support, with a minimum of 3-5 years in a leadership role. Experience in the media and entertainment industry is a plus.
- Proficiency in Windows and Linux operation systems.
- Understanding of TCP/IP and networking.
- Working knowledge of W3C web standards and guidelines
- Strong leadership and people management skills.
- Excellent problem-solving and analytical abilities.
- In depth understanding of ITIL framework and service management practices.
- Available after hours and weekends as necessary and carry a mobile device with the potential for rotating on-call duty.
About STARZ
STARZ (www.starz.com), a Lionsgate company, is a leading media streaming platform committed to delivering premium content that amplifies narratives by, about and for women and underrepresented audiences. STARZ is home to the highly rated and first-of-its-kind STARZ app that offers the ability to stream or download STARZ premium content, as well as the flagship domestic STARZ® service, including STARZ ENCORE, 17 premium pay TV channels, and the associated on-demand and online services. STARZ is available across digital OTT platforms and multichannel video distributors, including cable operators, satellite television providers, and telecommunications companies. In February 2021, STARZ launched #TakeTheLead, a multi-faceted and innovative inclusion initiative expanding its existing efforts to improve representation on screen, behind the camera and throughout the company.
Our Benefits
- Full Coverage – Medical, Vision, and Dental
- Annual discretionary bonus and merit increase
- Work/Life Balance – generous sick days, vacation days, holidays, and Impact Day
- 401(k) company matching
- Tuition Reimbursement (up to graduate degree)
Compensation
$109,000 – $172,400
EEO Statement
Lionsgate is an equal employment opportunity employer. All employees and applicants are evaluated on the basis of their qualifications, consistent with applicable state and federal laws. In addition, Lionsgate will provide reasonable accommodations for qualified individuals with disabilities. Lionsgate will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and federal law.
