Summary/Objective Job Description ABOUT THE BSO Founded in 1881, the Boston Symphony Orchestra (BSO) is one of the foremost orchestras in the world. The BSO is committed to bringing world class music and performances to the local and international communities. The key to our success has been our employees, from the musicians onstage to those behind the scenes. We currently have an opening in the Information Technology department for an IT Services Team Leader.
ROLE SUMMARY Reporting to the Director of Information Technology (IT), the person in this role will support the BSO's efforts to achieve its business goals by executing the following:
- Lead an IT Services team ensuring the delivery of exceptional customer service and effectively resolving technical issues to enhance service delivery and user satisfaction.
- Act as the primary liaison between internal stakeholders and external MSPs to ensure delivery of IT services that meet business objectives and adhere to established service level agreements (SLAs).
- Responsible for managing and coordinating IT infrastructure projects in collaboration with Managed Service Providers (MSPs). This role ensures effective delivery, maintenance, and support of the organization's IT infrastructure, aligning with business objectives and service level agreements (SLAs).
- Manage the end-to-end lifecycle of endpoint devices using Microsoft Intune, including deployment, configuration, compliance, and security policies. Ensure that devices across various platforms (Windows, macOS, iOS, Android) are managed effectively to support business operations.
- Establish and monitor key performance indicators (KPIs) to assess the effectiveness of IT infrastructure, MSP services, and device management strategies. Utilize data-driven insights to drive continuous improvement and ensure optimal service delivery
- Identify methodologies and processes to accelerate technology effectiveness at the BSO.
- Establish a customer service philosophy and approach to increase the credibility of the IT department and its team members across the institution.
- Work with IT Services team to develop an agreed upon standard of excellence and professionalism that anchors their individual and collective performance at the BSO.
The ideal candidate will bring to the team
- Eagerness to show off your technical skills while contributing to a thriving organization that expects top-notch support.
- High level of collaboration: Our team works best when we are all engaged and bring our best to our day-to-day work.
- Passion for service excellence to ensure strong relationships with our community of users.
- The ability to relocate to Tanglewood (Lenox, MA) for the summer performance season. Per diem is provided.
A typical day in this role
- Actively being a business partner to the BSO organization to ensure the right work is being worked on at the right time.
- Working shoulder to shoulder with your IT colleagues to troubleshoot and offer strategies for solving critical issues that have immediate business impact.
- Ongoing training opportunities to ensure an understanding of the BSO enterprise applications and their platforms to help maximize uptime and support.
- Stopping to appreciate a rehearsal at Symphony Hall or Tanglewood.
JOB RESPONSIBILITIES - Provide hands-on, world-class support (defined by consistent, timely, and reliable customer-centric service) to staff on problems and requests related to technology.
- Lead the IT Services team in the assignment, assessment, prioritization and completion of IT Services tickets and departmental projects. Conduct root cause analyses and implement preventive measures to avoid recurrence of issues.
- Execute Microsoft 365 Administration to ensure Microsoft platform of software and services are optimized for supporting staff requirements and overall system security.
- Supervise the design, implementation, and maintenance of IT systems, ensuring scalability, reliability, and security. This includes managing both on-premises and cloud-based environments.
- Develop and/or enhance the technical skills of the team by providing leadership in the training of IT Services staff members to develop overlapping technical skills to result in quicker and more effective solutions.
- Promote outreach to staff to ensure staff technology meets or exceeds requirements.
- Oversee installation, upgrades and maintenance of new and existing client device hardware and software. Standardize system configurations and develop quick PC recovery processes.
- Manage users and groups in Entra ID (formerly Azure Active Directory) and On-premises Active Directory to allow for seamless onboarding and offboarding procedures.
- Develop and manage visual "always on" dashboards that highlight decision supporting performance metrics.
- Document a knowledgebase management process to allow for efficient and effective delivery of IT Services to the user community.
- Hire seasonal staff to support the needs of IT Services to be utilized in Tanglewood.
- Relocation to Tanglewood for the summer performance season. Per diem is provided.
- Ability to work a flexible schedule that will include evenings, weekends, and some holidays.
Required Education and Experience PROFESSIONAL PROFILE - The ability to make high-quality decisions quickly
- Known for being customer focused and experienced at anticipating the needs of all customers
- Manage/prioritize inputs from various stakeholders to deploy plans that meet their needs
- High judgment in planning work and problem-solving
- Engage and influence team members while prioritizing multiple projects and deadlines
- Curiosity, and creative problem-solving across a complexity-driven environment
- Passionate, determined, resilient under stress and a will to win attitude
- Able to manage projects of varying scale
TECHNICAL EXPERIENCE REQUIREMENTS - 7+ years' experience with Microsoft 365, Azure, and Intune including PowerShell based administration
- 10+ years' Windows and OSx client device troubleshooting and management
- 10+ years of experience with desktop support and helpdesk functions
- Enterprise Collaboration Software administration and implementation, including Office 365 and Zoom
- Microsoft Entra ID and On-premises Active Directory administration
- Knowledge of Cisco Meraki administration, including wireless access points, network switches, and MDM.
- Strong network knowledge such as IP networking, LAN/WAN, VPN, firewalls, whitelisting, DNS, DHCP, etc.
EDUCATION - Bachelor's degree in computer science (or equivalent experience)
CERTIFICATION(s) - Relevant professional certifications, such as ITIL or Helpdesk Institute certification or equivalent required.
- Agile Project management certifications, preferred.
The BSO is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.