Festival Manager, Digital Tech Support
Sundance Film Festival
Park City, UTThis was removed by the employer on 10/4/2022 9:17:00 AM PST
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Full Time Job
POSITION OVERVIEW
The Festival Manager, Digital Tech Support is charged with providing rapid response to high level, press and industry, or VIP status patrons and attendees regarding tech issues for the annual Sundance Film Festival and fall Institute programs. The Festival Manager, Digital Tech Support will also lead a qualified team of seasonal employees and volunteers to ensure excellent technical digital support.
Working closely under the Director, Technology Services, this temporary position works full time from Monday, October 3, 2022 through Friday, February 17, 2023 and will be required to work extended hours, including some evenings, weekends, and holidays to meet key deadlines and respond to on-call needs as assigned. This position is based out of our Park City, Utah office and will be expected to perform onsite work duties as of Monday, January 9, 2023. Employees may start in a commutable distance to Park City, UT or remotely from a state we currently legally operate in, until the required onsite work date listed above.
Top priorities include but are not limited to…
• Working with the Quality Assurance (QA) team to learn about new bug fixes; enhancements or changes to the existing Festival.sundance.org platform, ensure alignment, and obtain resources for digital platform load testing.
• Creating training documentation for the Digital Tech Support team to resolve L1, L2, L3, and VIP issues.
• Resolving escalated L1, L2, L3, and VIP tickets throughout the year, including during the Sundance Film Festival.
• Providing direct and personalized support to VIPs during the Sundance Film Festival; using their method of choice; via phone, email, text, chat, etc.
• Building workflows, prompts, and macros in the Customer Support/ Tech Support ticketing system, Zendesk and collaborating with the System Administration team to implement, test, and make adjustments as needed.
• Working with the Customer Service team to build proper prompts to ensure all tickets are routed to the correct queue.
• Managing employees and volunteers, including selecting and training highly effective individuals, delegating appropriate and meaningful work while providing direction, feedback, and support to ensure they understand responsibilities and are effective in their roles.
• Running all Digital Tech Support reporting from Zendesk during and after the Festival for presentation to Leadership.
• Creating a detailed wrap report post-Festival to outline successes, identify areas for improvement, and offer suggestions to help guide future changes.
• Working with the Director of Technology Services and the Digital support team to ensure progress on issues identified during the Festival and implementing plans for improvement throughout the year.
• Working and communicating with the Manager, Help Desk to flag tickets from in-person Festival attendees submitted via the digital platform and ensure in-person digital support.
• Supporting the Help Desk team with setting up, deploying, and receiving hardware for Digital Tech Support Agents working remotely or on-site.
• Supporting the Manager, Help Desk with any other technical break/fix issues as needed
You have the following direct or transferable skill sets:
• Legal authorization to work in the United States.
• 3 years of experience managing a technical support team in a fast-moving, constantly changing environment.
• Excellent customer support skills and the ability to explain complex technical issues in easy to understand terms.
• Ability to de-escalate tense situations and upset customers.
• Ability to work autonomously and in a team environment
• Excellent organizational skills with the ability to multitask.
• Outstanding verbal, written and interpersonal communication skills required to work effectively with a wide variety of people.
• Experience with mobile applications; iOS, Android.
• Knowledge of Google Apps for business, including Gmail, Docs, Sheet, and Slides
• Experience with VR consoles (ie. Oculus Quest 2, Oculus Rift, HTC Vive) preferred but not required
• Experience with Trouble Ticket Tracking software (ie. Zendesk, Jira) preferred but not required
You will be successful in this role if you..
• Demonstrate a strong understanding of Help Desk Ticketing systems such as Zendesk, Jira, ServiceDesk Now in your work.
• Work well in a team environment and communicate effectively across the department and organization.
• Provide internal and external end-user support by effectively resolving escalated L1, L2, L3, and VIP tickets.
In addition to a weekly pay of $1,069.62, this position comes with awesome benefits & perks, including:
• Eligibility for paid sick leave and holidays
• Sundance Film Festival passes and benefits (varies each year)
• Limited employee assistance program