Tech Support Manager

Universal Music Group, Inc.

Tech Support Manager providing technical and professional support at Universal Music Group. Leading a skilled team to deliver effective technological solutions and assist in troubleshooting.

Posted 6/12/2026full-timeSanta Monica • California, New York, Tennessee • 🇺🇸 United StatesMid-LevelSenior💰 $89,600 - $100,400 per yearWebsite

Tech Stack

Tools & technologies

JamfServiceNow

About the role

Key responsibilities & impact

Provide day-to-day management of the Tech Support team providing professional and timely support for a wide range of Technology, software, and conference systems
Manage a team of skilled Support Technicians to provide support for a range of technologies
Escalation support for the teams in helping diagnose and solve hardware or software faults and troubleshooting technology issues
Build strong business, inter team relationships
Maintain the support operations capability according to strict SLAs, OLAs and KPIs
Ensure teams adheres to Technology processes and procedures whilst delivering a memorable end user experience
Manage and monitor day to day Tech Support tasks, incidents, and escalations
Carry out any other reasonable instruction as directed by the regional support leader
Management and Scheduling of team onsite/remote support rotations, holiday, holiday coverage

Requirements

What you’ll need

Elevated Level of Technical expertise required
Certification or equivalent experience in a similar environment
Strong knowledge of Apple, Windows, O365 products, build and config via SCCM/Intune/JAMF
Analytical / technical problem solving and troubleshooting skills across a wide range of technologies
Understanding of networking and network troubleshooting
Familiarity with AV and video conferencing standards, practices, and technology
Good knowledge of ServiceNow functionality
Strong interpersonal skills
Ability to work effectively across all levels of an organization and handle each request with discretion, tact, diplomacy, and patience
Ability to travel to other locations, if required (company expense reimbursement policy applies)

Benefits

Comp & perks

Comprehensive medical, dental, and vision coverage
Including 100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical expertisetroubleshootingnetworkingnetwork troubleshootingAV technologyvideo conferencingServiceNowSCCMIntuneJAMF

Soft Skills

interpersonal skillsproblem solvinganalytical skillsdiscretiontactdiplomacypatienceteam managementcommunicationrelationship building

Certifications

technical certificationequivalent experience