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For Companies At a Glance
- Tasks: Lead tech operations and support for Windows and macOS users across Europe.
- Company: Join Downtown Music Holdings, a global leader in empowering music creators.
- Benefits: Enjoy flexible work hours, remote options, and a vibrant company culture.
- Why this job: Be part of a mission-driven team transforming the music industry for creators worldwide.
- Qualifications: 5+ years in tech support with strong troubleshooting skills and project experience.
- Other info: Collaborate globally and adapt to different time zones while making an impact.
The predicted salary is between 48000 - 84000 £ per year.
About Downtown
Downtown Music Holdings (Downtown) is a modern global music company. We help millions of creators, rights holders, and their partners manage their music as a business and receive fair compensation for their work. Our mission is to build a more equitable global music industry, empowering creators and partners to continue creating and investing in the world. We manage over 50 million music assets from hundreds of countries across six continents, including some of the most popular songs. We work with creators at all career stages, from emerging songwriters to iconic performers, promoting equity across the global music industry supply chain.
Scope
We are seeking a highly motivated and skilled Technology Operations Lead to join our team in London. This role is crucial for ensuring seamless technology operations for our global workforce, with a focus on providing exceptional end-user support for Windows and macOS environments primarily in the UK and Europe. You will also lead various technology projects to enhance our infrastructure and user experience. The role requires flexibility to collaborate with teams in the US and may involve occasional outside-of-hours work.
Responsibilities:
- End User Support (60%): Serve as the regional escalation point for end-user issues related to Windows PCs and Apple Macs, providing timely resolutions. Troubleshoot hardware, software, network, and peripheral issues to minimize disruption and maximize productivity. Support standard applications like Google Workspace, Microsoft 365, JAMF, Slack, Confluence, Jira Service Management, and other industry-specific tools. Create and maintain end-user documentation, guides, and FAQs. Conduct user training, onboarding, and support for supported applications and services. Manage user accounts, permissions, and access controls. Maintain an inventory of hardware and software assets.
- Technology Projects (30%): Participate in planning, executing, and implementing hardware/software deployments, upgrades, and infrastructure improvements. Document project plans, progress, and outcomes. Collaborate with IT teams and vendors.
- Global Collaboration (10%): Work effectively with colleagues across time zones, especially in the US. Participate in virtual meetings and maintain communication channels. Adapt work hours for US team overlap. Contribute to global IT standards and best practices.
Experience:
- Typically 5+ years in a technical support role supporting Windows and macOS end users.
- Strong troubleshooting skills across hardware, software, and network issues.
- Knowledge of user account management and security best practices.
- Experience with Google Workspace and Microsoft 365.
- Familiarity with remote support tools.
- Experience with AWS and Azure is a plus.
- Self-starter with effective time management, prioritization, and independence.
- Excellent communication skills and customer focus.
- Experience leading or participating in technology projects, Agile/Kanban experience a plus.
- Experience working with global teams across time zones.
- Fluent in English; additional European language skills are a plus.
Technology Operations Lead employer: Downtown Music
Contact Detail:
Downtown Music Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technology Operations Lead
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as Google Workspace, Microsoft 365, and JAMF. Having hands-on experience or certifications in these platforms can set you apart from other candidates.
✨Tip Number 2
Highlight your experience in troubleshooting both Windows and macOS environments. Be prepared to discuss specific examples of how you've resolved complex technical issues in previous roles during interviews.
✨Tip Number 3
Showcase your ability to work across different time zones, especially with teams in the US. Mention any past experiences where you successfully collaborated with international teams, as this is crucial for the role.
✨Tip Number 4
Demonstrate your project management skills by discussing any technology projects you've led or participated in. Use the Agile or Kanban methodologies if applicable, as this aligns well with the expectations for the Technology Operations Lead position.
We think you need these skills to ace Technology Operations Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially with Windows and macOS environments. Emphasise your troubleshooting skills and any experience with Google Workspace and Microsoft 365.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the music industry and how your skills can contribute to Downtown's mission. Mention specific projects or experiences that demonstrate your ability to lead technology initiatives.
Showcase Your Communication Skills: Since the role involves global collaboration, highlight your communication skills. Provide examples of how you've effectively worked with teams across different time zones and how you’ve managed user training and support.
Prepare for Technical Questions: Anticipate technical questions related to troubleshooting hardware and software issues. Be ready to discuss your experience with remote support tools and any familiarity with AWS and Azure, as these could be beneficial for the role.
How to prepare for a job interview at Downtown Music
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows and macOS support. Highlight specific troubleshooting scenarios you've encountered and how you resolved them, as this role heavily relies on your technical expertise.
✨Demonstrate Your Project Management Experience
Since the role involves leading technology projects, be ready to share examples of past projects you've managed or participated in. Discuss your approach to planning, executing, and documenting these projects, especially in a collaborative environment.
✨Emphasise Communication Skills
Given the global nature of the team, strong communication is key. Prepare to explain how you've effectively communicated with colleagues across different time zones and cultures, and how you ensure clarity in virtual meetings.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of potential end-user issues you might face in this role and how you would approach resolving them. This will demonstrate your readiness for the challenges ahead.
