Director Ticket Operations Jobs in Rosedale, MD (NOW HIRING)

The Director, Operational Support Center (OSC) will lead Sinclair's 24x7x365 monitoring and first-line support functions across Broadcast Operations Support and Network Operations. This role will be responsible for the existing Media Technology Operations Support (MTOS) and Network Operations Center (NOC) analyst teams to bring them into a unified operational model that provides end-to-end visibility and ownership of critical business services.

The OSC serves as the central operational authority responsible for monitoring, incident management, service restoration, communications, escalation coordination, and first-line operational support across Sinclair's broadcast, media technology, network, infrastructure, virtualization, cloud, and server environments. The Director will be responsible for ensuring that operations function well every day: staffing the shifts, setting expectations, improving handoffs, strengthening escalation practices, developing metrics, reporting on operations, and making sure the teams are focused on the right outcomes.

This is primarily an operations leadership role. The right candidate does not need to be a broadcast engineer or network engineer, but they should be comfortable getting close to the technology, learning the monitoring tools, and understanding enough of the environment to ask good questions and make sound operational decisions.

The role reports to the Sr. Director of Infrastructure Solutions and is based in Hunt Valley, Maryland.

Key Responsibilities:

• Lead the MTOS and NOC analyst teams, including up to a dozen direct reports.
• Own 24/7 staffing schedules, shift coverage, handoffs, and daily operating rhythm.
• Bring the two existing teams together while preserving what already works.
• Set clear standards for severity levels, escalation thresholds, incident communications, ticket quality, and follow-up.
• Make sure routine and moderate-priority issues are handled effectively by the team, while personally engaging on major incidents when the severity calls for it.
• Oversee broadcast and media operations monitoring, including support for Master Control Operations and use of tools such as Q'ligent, TAG, and Amagi.
• Oversee monitoring of broadcast, media technology, network, server, virtualization, and cloud environments using tools such as SolarWinds, Cisco networking tools, and FortiManager. Knowledge of how to identify and triage issues.
• Ensure analysts know when to resolve, when to escalate, who to involve, and how to communicate impact clearly.
• Strengthen the processes and tools used to manage daily work and incident comms.
• Improve runbooks, handoff practices, escalation paths, incident/root cause analysis, KPI reporting, and other core operating routines.
• Use ticket and incident data to identify recurring problems, process gaps, training needs, and opportunities to improve monitoring or automation.
• Provide direct people leadership, including coaching, performance feedback, hiring input, staffing decisions, and corrective action when needed.
• Build strong working relationships with Infrastructure, Networking, Broadcast Engineering, Media Technology, Master Control Operations, and other support teams.

Success Measures

Success in this role will be measured by the reliability and consistency of the OSC, including:

• Reliable 24/7 coverage and clean shift handoffs.
• Faster recognition and response when service-impacting issues occur.
• Clear and consistent severity classification.
• Improvements in escalation quality to engineering and operations teams.
• Strong ServiceNow queue management, ticket notes, and follow-through.
• Fewer communication gaps during incidents.
• Improved first-line support for Master Control Operations and other internal customers.
• Clear alignment between MTOS, NOC, Infrastructure, Networking, Broadcast Engineering, and Media Technology.
• Ongoing improvement in agreed operational KPIs.

Required Qualifications

• A bachelor's degree.
• 8+ years of experience in technology operations, infrastructure support, network operations, service desk, operations center, or a similar support environment.
• 3+ years of experience leading 24/7 monitoring, triage, NOC, service desk, or operations center teams.
• Experience managing staffing schedules, shift coverage, incident response, escalation processes, and support workflows.
• Strong understanding of monitoring operations, event triage, severity models, escalation practices, and service operations.
• Experience working with ticketing, workflow, collaboration, and communications tools in a support environment.
• Ability to work effectively across technical and operational teams, including teams that do not report directly to this role.
• Strong communication skills, especially during active incidents or time-sensitive operational issues.
• Track record of improving team accountability, process consistency, and operating performance.
• Willingness to learn the relevant technical tools and workflows without needing to be the deepest technical expert in the room.

Preferred Qualifications

• Experience leading a Network Operations Center, infrastructure operations center, technology command center, or similar 24/7 function.
• Familiarity with broadcast operations, media technology, master control workflows, or video monitoring environments.
• Familiarity with network monitoring, infrastructure monitoring, Cisco networking concepts, Fortinet security infrastructure, VMware virtualization, cloud-based services, or enterprise network support workflows.
• Experience with ServiceNow or a similar IT service management platform.
• Experience bringing separate operations teams into a more consistent shared operating model.

Leadership Profile

The successful candidate will be accountable, agile, outcome-focused, and steady under pressure. They should be able to build trust across teams, listen well, and still hold a high bar for monitoring, escalation, communications, and follow-through.

This leader will need to work across broadcast, media technology, infrastructure, and networking domains. They should be comfortable with challenging process gaps or unclear ownership when needed but must do it in a way that strengthens partnership rather than creating friction.

Please note that this position is not eligible for visa sponsorship, including employer sponsorship for an H-1B visa, OPT-STEM employment, etc.

The base salary compensation range for this role is $140,000 to $160,000. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, life and disability insurance, health, dental and vision plans, flexible spending accounts, 15 paid vacation days, 2 paid personal days, 9 paid holidays, 40 hours of paid sick leave, parental leave, and employee stock purchase plan.

Sinclair is proud to be an equal opportunity employer and a drug free workplace. Employment practices will not be influenced or affected by virtue of an applicant's or employee's race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, military or veteran status or any other characteristic protected by law.

About Sinclair:

Sinclair, Inc. (Nasdaq: SBGI) is a diversified media company and a leading provider of local news and sports. The Company owns, operates and/or provides services to 177 television stations in 79 markets affiliated with all major broadcast networks; owns Tennis Channel, the premium destination for tennis enthusiasts; and multicast networks CHARGE, Comet, ROAR and The Nest. Sinclair's AMP Media produces a growing portfolio of digital content and original podcasts. Additional information about Sinclair can be found at www.sbgi.net.

 About the Team

The life-blood of our organization is our people. We have a compelling story, a goal-oriented culture, and we take really good care of people. How good? Here is a glimpse: great benefits, open-door policy, upward mobility and a strong desire to see you succeed. Ready to be part of a winning team? Let's talk.