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POSITION: Director of IT OperationsDEPARTMENT: Information TechnologyREPORTS TO: General ManagerFLSA STATUS: Salaried/Exempt

LEGENDS GLOBAL Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues.

The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you.Join us!

One World Observatory | Positioned at the top of One World Trade Center—the tallest building in the Western Hemisphere—on levels 100, 101, and 102, One World Observatory provides guests with unique, panoramic views of New York City, its most iconic sites, and surrounding waters from 1,250 feet. A customized guest experience complements the seemingly endless views—evoking feelings of the City’s signature pride, hope and determination (including special interactive experiences and dining options, plus a sit-down restaurant). In 2016, One World Observatory received awards and recognition from the Concierge Choice Awards (Winner: Tourist Attraction), Themed Entertainment Association (Thea Awards for Outstanding Achievement), TripAdvisor (Top U.S. Trending Summer Attraction), and Lonely Planet (Favorite Online Listing).

THE ROLE

The Director of IT Operations is responsible for overseeing the day-to-day technology operations and ensuring stability and security of Legends Global IT systems and infrastructure at One World Observatory. Reporting to the General Manager with a dotted line to VP Venue Technology, this role leads a team of IT support specialists to ensure the reliability and efficiency of all enterprise systems at the venue.

ESSENTIAL DUTES AND RESPONSIBILITIES

+ Deliver and actively support ticketing, AV, digital signage, point-of-sale, payment, and various other systems that are critical to business operations

+ Schedule, manage, mentor, and optimize deployment of full-time and part-time hourly venue technology staff

+ Work with Corporate Infrastructure team to design, deploy and maintain IT infrastructure and enterprise systems such as corporate email, security, Accounting/Finance systems, collaboration tools, etc.

+ Manage and optimize 3rd party vendor relationships and associated contracts that are key to venue technology, including ticketing vendors, digital signage vendors, point-of-sale vendors, etc. to hold them accountable to service level agreements

+ Oversee IT Service Management processes and procedures, ensuring scalability and standardization across the organization

+ Collaborate with IT Solution Delivery Managers to design and implement IT solutions aligned with business goals

+ Evaluate, recommend, and implement third-party IT products and services to improve operational efficiency and enhance quality of service for guests

+ Establish standards, best practices, and technology guidelines to enhance productivity and consistency

+ Manage IT financial processes, including budgeting, forecasting, and invoice approval

+ Monitor, analyze, and continuously improve application portfolios, infrastructure performance, and service delivery

+ Ensure compliance with all safety and security protocols, including PCI risk management, incident response, and data protection

+ Primary focus on OWO with possible assistance with technology support and projects at other Attractions locations

+ Perform additional related duties, tasks and responsibilities as required

SUPERVISORY RESPONSIBILITIES

+ Carry out supervisory responsibilities in accordance with all Legends Global policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

+ Schedule, manage, mentor, and optimize deployment of salaried and hourly venue technology staff fostering a culture of accountability, innovation, and professional growth

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions:

EDUCATION AND/OR EXPERIENCE

+ Bachelor’s or master’s degree in computer science, Information Systems, or a related field (MBA a plus)

+ Minimum of 8 years in IT operations, ideally within attractions, entertainments or hospitality environments

+ Minimum of 5 years in an IT leadership role supporting organizations with 100+ users

+ Proven experience managing vendors and outsourced IT services

+ Minimum of 5 years working with hybrid cloud technologies

+ Experience supporting AV systems, ticketing platforms, point-of-sale systems, and business-critical applications

+ Expertise in Microsoft Windows Server, Microsoft 365, and Azure AD deployment

+ Strong background in IT security, PCI compliance, and incident response

+ Demonstrated success leading cross-functional teams, managing budgets, and delivering enterprise-wide technology initiatives

+ Relevant technical and project management certifications (e.g., PMP, ITIL, CISSP) preferred

SKILLS AND ABILITIES

+ Strong leadership skills with the ability to motivate, mentor, and develop high-performing teams

+ Excellent strategic thinking, problem-solving, and decision-making abilities.

+ Advanced understanding of enterprise IT infrastructure, security frameworks, and service delivery models

+ Ability to work effectively in a matrixed organization and manage multiple priorities simultaneously

+ Exceptional interpersonal, communication, and presentation skills, with the ability to engage both technical and non-technical audiences

+ Proficiency with IT management tools, including Active Directory and System Center

+ Strong organizational and project management capabilities with attention to detail and execution

+ Proven ability to analyze business needs and translate them into effective technical solutions

+ High degree of professionalism, accountability, and adaptability in a fast-paced environment

COMPENSATION

Competitive salary range of $145,000 - $150,000 plus bonus potential commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401(k) plan.

WORKING CONDITIONS

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE:

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.