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Warner Music Group is a global music company that champions emerging artists and global superstars alike. We are dedicated to technological innovation and the success of the music industry.
At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter.
Technology is one of the most important parts of our business. Whether it’s signing up new artists; ensuring we provide the right data to Spotify, YouTube, and other digital service providers; or helping artists use the latest AI tools and make thoughtful decisions with data-driven insights – technology plays an invaluable role in our success. The engineering team at Warner Music Group makes all of it a reality.
A little bit about our team:
The global WMG Tech team is a dynamic and creative group of problem solvers dedicated to collaboration. Together, we craft highly secure and scalable solutions, driving innovation and operational excellence. With a keen focus on customer satisfaction, we prioritize and elevate the user experience. Be part of a team shaping the future of technology with a commitment to creativity and customer-centric solutions.
Why this could be your next big break:
By joining Warner Music Group's Tech team you will play a pivotal role in managing a talented group of IT service professionals, ensuring seamless end user support. Collaborate with fellow leaders to establish policies aligned with ITIL and industry best practices, contributing to the organization's success in the dynamic landscape of IT service and support. Your role will be instrumental in shaping the future of IT operations at one of the entertainment industry's leading companies.
Here you’ll get to:
- Be the face of WMG Tech and own all support for your local region
- Foster and grow a positive relationship between WMG Tech and business leadership up to and including record label Presidents, SVP’s and their assistants
- Manage, mentor and grow a staff of IT professionals to provide first-class ServiceDesk, Desktop and VIP support for
Warner Music Group employees
- Ensure all support is completed within agreed SLA’s and according to Warner Music Group standards.
- Be the go-to person for the business for support escalations
- Collaborate with peers to innovate and improve existing processes
- Use your technical experience to lead, share knowledge and teach by example
- Create and monitor performance metrics to track and improve your team’s output.
- Align with peers to ensure complete 24x7 support is provided
- Provide written communications to the business, leadership and executives with regards to outages, maintenance, upcoming projects for your designated local region, country or internationally.
- Manage local inventories of end user equipment.
- Collaborate with other WMG Tech teams to resolve incidents and troubleshoot issues
About you:
- Have a passion for delightful, efficient and effective customer service.
- 8-10+ years of prior experience managing ServiceDesk, Desktop and VIP support teams
- Possesses hands on technical experience supporting Macs, PCs, iphones and androids with the ability to upskill your staff.
- Working knowledge administering Google Workspace, Azure AD, ActiveDirectory, Intune, Jamf and powershell.
- Practical experience troubleshooting basic network, wifi, Video Conferencing and application access issues
- Keen eye for monitoring and managing to OKR’s and standard support KPI’s using ServiceNow.
- Demonstrated clear and concise written communication skills.
- Ability to manage and run small scale projects for your region
- Aptitude for participating in monitoring and managing a financial budget.
- A level 0 support mindset
It would be music to our ears if you also had:
- ITIL Certifications
- Microsoft support certifications
- Mac Support Certifications
- HDI Certifications
- Experience building reports and dashboards within the ServiceNow platform
- Experience with automation using ServiceNow, Moveworks and other Service Delivery toolsets
Compensation Range:
140k - 170k
Salary ranges are included for job postings where required by law.The actual base pay is dependent upon many factors, such as work experience and business needs. The pay range is subject to change at any time dependent on a variety of internal and external factors.
About us:
As the home to 300 Elektra, Asylum, Atlantic, East West, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics, and several other of the world’s premier recording labels, Warner Music Group champions emerging artists and global superstars alike. And our renowned publishing company, Warner Chappell Music, represents genre-spanning songwriters and producers through a catalogue of more than one million copyrights worldwide. Redefining what it means to be a music company in the 21st century, our consumer brands include trend-setters like UPROXX, Songkick, HipHopDX, and EMP. We’re the home to WMX – the next generation services division that connects artists with fans and amplifies brands in creative, immersive, and engaging ways – and Alternative Distribution Alliance (ADA) – the ground-breaking global distribution company for independent artists and labels.
Together, we are Warner Music Group: Music With Vision & Voice.
WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.
Copyright © 2023 Warner Music Inc.
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Don’t be discouraged if you don’t hear from us right away. We’re taking our time to review all resumes, and to find the best people for WMG.
Thanks for your interest in working for WMG. We love it here, and think you will, too.
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