Manager, HelpDesk - SeatGeek : Job Details

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude, we're simplifying and modernizing the ticketing industry. By catering to both consumers and enterprises, we're powering a new, open entertainment ecosystem where fans have effortless access to experiences, and teams, venues, and shows have seamless access to their audiences. Because everyone should expect more from ticketing. At SeatGeek, The Biz Tech team exists to empower every employee by providing the tools and technology to make their work more effective and efficient. As theHelpDesk Manager, you will lead a dynamic team focused on delivering seamless, high-quality HelpDesk interactions and sustainable tools that will scale as SeatGeek continues to grow. Your mission: to drive innovation by automating processes, reducing manual tasks, and fostering a culture of continuous improvement and development within your team. You'll be at the forefront of automating workflows around key areas like onboarding, offboarding, office hardware, and endpoint management, while enhancing self-service tools for our globally distributed workforce. In this role, you'll champion the use of cutting-edge technology, streamline operations, and elevate the skills and capabilities of your team. What you'll do

• Innovate & Automate: Spearhead automation initiatives across onboarding, offboarding, hardware management, and key productivity tools. Your focus will be on minimizing manual work and improving operational efficiency
• Scale for Growth: Build and implement scalable processes that support SeatGeek's expansion, ensuring our HelpDesk operations remain efficient, proactive, and future-proof
• Drive User Experience: Orchestrate a delightful and seamless technology experience for SeatGeek employees, no matter where they are-ensuring best-in-class support for hybrid and remote teams
• Develop & Lead: Cultivate a high-performing, growth-oriented HelpDesk team by mentoring and upskilling team members, promoting continuous learning, and creating clear development pathways
• Collaborate Cross-Functionally: Partner with teams across People, Corporate Engineering, Security, and BizTech to align initiatives and deliver holistic solutions that benefit the entire organization
• Optimize & Measure: Establish KPIs and operational metrics to continuously monitor performance, identify areas for improvement, and demonstrate the impact of your team's work
• Create a frictionless technology experience for our globally distributed, hybrid workforce through innovative tools and processes
• Lead the drive towards automation, reducing manual tasks and building self-service options that empower employees
• Manage in-office hardware and tech (e.g., meeting rooms, AV spaces), ensuring seamless experiences for both in-person and remote employees
• Establish and track operational metrics that highlight efficiencies and measure success
• Navigate and resolve complex technical issues while continuously refining support documentation and procedures
• Influence and collaborate effectively with cross-functional teams, including People, Corporate Engineering, and Security

What you have

• 3+ years of experience in IT Operations, Service Desk, Technology Support, and Customer Service
• A proven track record of delivering successful support to distributed teams, driving innovation, and leading cross-functional projects
• You are a proactive self-starter with a passion for automation, who thrives on improving processes, systems, and the skills of those around you.
• Demonstrated ability to be a collaborative partner who can build strong relationships across teams, with an empathetic leadership style that focuses on team growth and development
• Enthusiasm for automation with a hands-on approach to removing manual work and improving efficiencies through technology
• Curiosity - you are a creative problem-solverwho is excited to design seamless solutions and scale the impact of the HelpDesk team
• Experience with enterprise tools including Slack, Okta, Google Workspace, and MDM solutions for Windows and Mac (Kandji, Jamf, Airwatch, etc.)
• A solid understanding of hardware and software in an enterprise environment, with the ability to resolve complex technical issues
• A strong grasp of process automation, feedback-oriented team management, and scalable IT solutions
• Ability to be in-person in our NYC office a minimum of 3x/week

Tools we use You absolutely do not need experience with all of these, but we thought you might be curious. Experience with modern enterprise tools, notably:

• Slack
• Okta
• Atlassian
• Jamf
• AirWatch

Perks

• Equity stake
• Flexible work environment, allowing you to work as many days a week in the office as you'd like or 100% remotely
• A WFH stipend to support your home office setup
• Unlimited PTO
• Up to 16 weeks of paid family leave
• 401(k) matching program
• Health, vision, dental, and life insurance
• Up to $25k towards family building services
• $500 per year for wellness expenses
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
• $120 per month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music

The salary range for this role is $100,000-$140,000. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location. SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us! To review our candidate privacy notice, click here.