Director Executive Support

The Madison Square Garden Company   •  

New York, NY

Industry: Hospitality & Recreation

  •  

11 - 15 years

Posted 40 days ago

Role Summary

Senior leaderresponsible for all aspects of the strategy and execution for creating a world class workplaceexperience for Madison Square Gardenassociates. This critical services-oriented position will focus on ensuring that all Madison Square Garden senior executives receive a world-class computingexperience through a combination of cutting edge technology, “white-glove” customer service and easy to use end user technology designed for purpose. This individual would have had priorexperience engaging with senior leaders at the highest level inclusive of the office of the CEO, appreciates the dynamics ofworking with senior administrative assistants and is comfortable with aschedule that works around the needs andlocation of the executive. This unique individual is one-part technologist, one-part customer service expert and one-part futurist with a knack for anticipating problemsbeforethey happen. They are experts and managing through change initiatives and understand that the end of the day the only metric that matters is the how their executives feel about the technology being used.

Specific Functions/Activities Summary

Executive Support

  • Responsible for leading the team responsible for providing executive support services for all MSG executives at the Vice President and above level.
  • Provides concierge like services to all key C-Suite executives on a 24x7x365 basis including technology training, asset replacement and upgrades, repairs, moves, changes and general questions.
  • Must create and execute plans to extend persistent white glove service to key executive areas – the ability to establish executive presence and professional relationships with executive administrative assistants and understand schedules and events is critical to success.
  • Develop a team of highly focused professionals whom represent the technology department and stay focused on tasks ensure to service consumers there is never a gap in their service experience is essential.
  • Recommends, selects and acquires all end user technology for the senior executive team – is proficient in its use and ensures the technology is properly developed, configured and deployed.
  • Works closely with the senior administrative support team – develops close working relationships with the admins whom support the senior team and ensure they have an equally pleasant and functional technology experience.
  • Be available to travel as required with the executive team and support remote locations for unique events – this is an on-call 24x7x365 position that can be called upon at a moment’s notice.
  • Support events and other activities which require executive participation – ensures that the executive team’s technology is up to expectation and performs flawlessly.

Team Development

  • Responsible for leading a group of highly skilled deskside support analysts whom participate in supporting the executive team and its assistants.
  • Ensures that all team members are properly trained and experienced on all proposed end user devices being deployed.
  • Sets learning and development plans for all team members and ensures that their technical skills stay current.
  • Provides guidance, mentorship and drives accountability for assigned team members – ensures that only the most qualified and trained personnel have access to the executive team.
  • Sets goals and objectives for all team member and ensures compliance with all established targets.

Other Activities

  • This position will be responsible for infrastructureasset management from both a software and hardware perspective – this include asset warehousing and accounting.
  • Responsible for receiving and entering assets into the database and ensure that all equipment received is consistent with what was ordered.
  • Partner with strategic sourcing on ensuring proper reconciliation of invoices to payment so that MSG receives the right value for the negotiated price and there is no financial waste.
  • Implements systems and controls for inventory management and ensures the CMDB is current and reflects the currently deployed asset base.

Qualifications

  • 10+ years of designing and delivering workplace and end user technology infrastructure with a minimum of 3 years at a Director and above level at a Fortune 500 company with significant scale.
  • 5 to 7 years working with and supporting senior executives – person must understand the complexities of executive personalities and can withstand the pressures of the work.
  • 5+ years working with third party service suppliers – should include financial, SLA and service definition functions.
  • Experience working with remote and travel users – plans for dealing with issues that come up as the executives are traveling.
  • Must have end point management experience.
  • Must have significant executive presence and be willing to work a flexible schedule inclusive of weekends and holidays – person should be comfortable working both within the office and at times within an executive’s personal location.
  • Must be willing to travel from time to time.

Leadership

· Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

· Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.

· Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.

· Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

· Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

· Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluationprocesses.

Managing Execution

· Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.

· Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluationprocesses.

· Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships

· Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

· Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

· Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

· Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

19-10552