Service Tech Manager Jobs (NOW HIRING)

POSITION OVERVIEW

The Technology Manager is responsible for all information technology needs of Chicago Shakespeare Theater (“CST”). This position oversees critical network infrastructure, cloud infrastructure, managing servers, workstations, printers, scanners, backups, applications, data storage, cybersecurity, licenses, help desk, VOIP phone system, and consultant/vendor relationships.  The Technology Manager collaborates with the CST staff on a day-to-day basis to manage the technological needs of the workforce.  These duties include problem resolution, support, and training. The Technology Manager works with a Managed Service Provider (“MSP”) to provide 24-hour coverage of essential technology services.

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ESSENTIAL DUTIES

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Hardware and Infrastructure

• Manage hybrid Microsoft Active Directory/Entra environment including all user and group accounts, required app provisioning, access and policies
• Maintain and patch all staff workstations (MSP {Managed Service Provider} assists)
• Maintain inventory of all physical and digital assets
• Maintain IP address records for network devices and manage all points of connectivity (patch panels, routers, switches, access points, etc.)
• Troubleshoot printer issues, escalating to print services vendor as needed
• Monitor ISP data connection, documenting and reporting any issues
• Maintain hardware and networking for Brightsign video display system (MSP assists)
• Manage network devices used for theater operations: merchant services, concessions, time clock, Front of House, etc.

Software, Cloud, and User

• Manage web connectivity, liaise with webhost
• Manage Microsoft365/hybrid Exchange for all users
• Monitor email security in Mimecast and Ironscales and handle questionable messages promptly
• Manage all sharing and team platforms, such as Workplace, Asana, Microsoft Teams, SharePoint, OneDrive, Google Workspace, etc.
• Manage help tickets, with assistance from MSP where needed; hands-on troubleshooting for daily issues
• Onboard all new users:
  • Assign security and applications as required; provide equipment as needed
  • Conduct in-person training for necessary technology needs, including logins, applications, security, etc.
• Offboard separating employees ensuring data preservation, continuity, and security
• Monitor data storage and usage on premises and in the cloud for live data and backups (MSP assists)
• Checks on integrity of data backups, perform practice file restoration on a regular basis (MSP manages)
• Manage file shares and drive infrastructure
• Manage cybersecurity practices, including products and staff training to include Mimecast, KnowBe4, LastPass, multi-factor authentication, etc.
  • Schedule regular vulnerability/penetration testing
  • Monitor cloud SEIM/antivirus software (MSP manages)
• Troubleshoot virtual server/VMWare issues (MSP manages)
• Manage software installation and updates, deploying to user computers
• Manage Zoom video conferencing system
• Manage VOIP phone system including user management and management of Box Office and Education ACD call centers
• Co-lead the Tessitura team with Tessitura Administrator; manage Tessitura hardware and connectivity; maintain Tessitura user database; stay updated with relevant Tessitura developments, troubleshoot Tessitura problems

Administration

• Lead the organization in addressing IT needs, concerns, and growth:
  • Monitor technology usage and needs throughout the organization
  • Speak regularly with heads of departments to discuss technology needs and opportunities
  • Recommend new technology options based on industry trends, departmental needs, and budgetary realities
• Manage disposal of obsolete/nonfunctional technology and consumables
• Manage relationships with consultants and vendors, including MSP, Unified Communications (VOIP) provider, print services provider
• Develop and update annual operating budget
• Manage contracts for software and services
• Sign off on departmental bills and expenses in the Precoro system
   

ADDITIONAL DUTIES

• Be familiar with how CST’s network interfaces with HVAC, Sage Glass, theatrical lighting, sound, video, and security systems to serve as a main point of contact for those interfaces
• Point of contact for all new technology proposals; assist in evaluating and selecting systems and vendors
• Assist Facilities and/or Navy Pier technicians with structural issues which affect building technology 

COMPETENCIES

• Ability to manage multiple projects and initiatives with minimal oversight
• Ability to multi-task and prioritize effectively to meet deadlines
• Ability to think strategically while working through tactical short-term priorities
• Flexibility to change direction quickly and adaptability to pivot to new initiatives
• Ability to navigate issue resolution across a broad set of technologies: infrastructure, applications, networked devices, etc.
• Excellent communication skills, within the organization and with outside partners
• Excellent time management, decision-making, problem solving, documentation, planning, organization and writing skills
• Hands-on expertise with IT enterprise systems and application administration
• Strong knowledge of Windows environments, Mac OS, networking concepts and protocols, security principles

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WORK ENVIRONMENT

• Work hours are generally 9 am - 5 pm, Monday through Friday
• On-call hours are necessary in the event of a technology issue
• After-hours work will be occasionally required for maintenance or upgrade issues
• Worksite is the CST facilities on Navy Pier in Chicago. Occasionally may need to work at remote sites around Chicago for productions at off-site locations

PHYSICAL DEMAND

• Perform a variety of physical tasks including but not limited to climbing stairs, stooping, bending, kneeling, reaching, lifting, and pulling
• Must be able to lift PCs, monitors, printers, and other equipment and move them from one place to another (weight up to 50 lbs)
• Must be able to crawl under desks or behind furniture to set up equipment/manage cabling
• Utilize ladders to reach equipment mounted near the ceiling
• Use of manual dexterity in the operation of computers and other equipment
• Prolonged periods of time sitting and working at a computer

MINIMUM EDUCATION AND EXPERIENCE

• Bachelors degree in information technology or related field, or equivalent experience

ADDITIONAL EDUCATION AND EXPERIENCE                          

• Experience in a nonprofit cultural organization highly preferred
• Work experience with theaters or live entertainment preferred but not required
• Tessitura experience helpful but not required

DIVERSITY AND INCLUSION STATEMENT

CST is dedicated to increasing equity, diversity and inclusion in our audiences, our programs and in all our hiring for staff and artists. We are committed to providing a work environment that is free from discrimination. CST prohibits discrimination in employment against any employee or job applicant because of that person’s race, color, creed, religion, ancestry, sex, national origin, disability, genetic information, age, sexual orientation, gender identity, gender expression, marital status, familial status, veteran status, status with regard to public assistance, membership in a local human rights commission or any other legally protected status.