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Overview

**Job Title:** Director, Enterprise Support Services

**Department:** Technical

**Reporting To:** Vice President, Enterprise Applications and Support

**Employment Type:** Full-Time

Pay Transparency:

The anticipated starting salary range for New York based individuals expressing interest in this position is $115,000/yr. - $125,000/yr.Salary to be determined by the education, experience, knowledge, skills, abilities and location of the applicant, as well as internal and external equity.

Audacy offers benefits eligible employees a comprehensive benefits package to include: health care coordinator, medical, dental, vision, telemedicine, flexible spending accounts, health savings account, disability, life insurance, critical illness, hospital indemnity, accident insurance, paid time off (sick, vacation, personal, parental, volunteer), 401(k) retirement plan, discounted employee stock purchase, student loan payment assistance program, legal assistance, life assistance program, identity theft protection, discounted home and auto insurance, and pet insurance.

**Location:** New York

**Work Arrangement:** Hybrid (4 Days a Week In Office expected)

Overview:

This role is responsible for the Audacy Service Desk including all inbound L1 Triage, Request Fulfillment, and IT L2 Operations Support. Leading the Audacy 24x7x365 end-user support, IT operations and service management practices. As a leader within our Service Delivery team, you will drive unification of observability, response, and improvement for our direct-to-consumer and internal owned & operated services. This role will collaborate with the Knowledge Manager and Service Owners to document and shift work left with a keen eye on identifying work ideal for automation.

Responsibilities

What You'll Do:

+ Own the relationship with our Managed Service Provider (MSP) to support customers.

+ Product owner for current ITSM enterprise tool and the optimization and integration of the tool to facilitate efficient workflows and timely issue and problem resolution.

+ Establishes and maintains SLAs/KPIs for support including incident response, request fulfillment and problem management.

+ Identify vulnerabilities and opportunities for improvement; maintain metrics to help develop analysis that will drive improvement within the Service Delivery teams.

+ Develop and maintain metrics and measures customer support and satisfaction.

+ Develop plans to improve key performance metrics and communicate plans withprogram leadership and stakeholders.

+ Create and enhance administrative, operational, and technical policies and procedures.

+ Adopt best practice guidelines, standards, and procedures.

+ Develop and maintain a working knowledge of a wide range of applications and systems.

+ Ability to “lead by example” by leading teams though issue triage, tracking, prioritization and issue resolution.

+ Lead projects, roadmaps, schedules, and budgets for solution deployment.

+ Communicate progress to plan, risks, and opportunities with team members, program leadership, stakeholders, and customers.

Qualifications

More About You:

Required:

+ 8+ years Technical Support, NOC, or ITSM experience.

+ 5+ years experience managing 24/7 teams.

+ 5+ years experience with ticketing and tracking software, such as Zendesk, Freshdesk, Jira, Servicenow orothers.

+ Ability to independently prioritize multiple tasks in a fast-paced environment under tight deadlines across multiple stakeholders.

+ Excellent writing and communication skills, including ability to communicate complex technical issues in plain language.

+ Out of the box creative thinker, comfortable investigating and resolving complex technical issues

+ Bachelor’s degree required, BS in IT, Computer Science or related field preferred.

+ Knowledge or certification of ITIL Foundations is a strong plus.

+ Strong understanding of ITSM processes; Incident, Request, Problem, Change, and Service Transition.

Important Notes:

Please be aware that Audacy will **never** ask you to send money at any point during the hiring process. Communication from legitimate Audacy representatives will **only come from email addresses ending in @audacy.com** . If you receive any suspicious requests or communications, please verify their authenticity before responding.

About Us

Audacy is a scaled, leading multi-platform audio content and entertainment company differentiated by its exclusive, premium audio content. Audacy operates one of the country’s two scaled radio broadcasting groups with leading positions across the country’s largest markets, as well as one of the country’s largest podcast networks and the Audacy direct-to-consumer streaming platform. Audacy is a major event producer and a digital marketing solutions provider and is the unrivaled leader in local news and sports radio. Learn more at www.audacyinc.com , Facebook (https://www.facebook.com/audacycorp) , X (https://twitter.com/AudacyCorp) , LinkedIn (https://www.linkedin.com/company/audacy-inc/mycompany/) and Instagram (https://www.instagram.com/lifeataudacy/) .

EEO

_Audacy is an Equal Opportunity Employer. Audacy affords equal employment opportunity to qualified individuals regardless of their race, color, religion or religious creed, sex/gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, ancestry, age (over 40), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or other classification protected by applicable federal, state, or local law, and to comply with all applicable laws and regulations. Consistent with our commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Audacy, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call 1-610-660-5614. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis._

**Job Locations** _USA-NY-New York_

**ID** _2025-7845_

**Category** _Information Technology_

**Type** _Full Time Employee_