Job Description

About Downtown

Downtown Music Holdings (Downtown) is a modern global music company. We help millions of creators, rights holders and their partners to manage their music as a business and get paid fairly for their work. We're working to build a more equitable global music industry because we believe when creators and their partners are fairly compensated, they are empowered to keep creating and investing back in to the world.



We service over 50 million music assets from hundreds of countries across six continents, including some of the most well-known songs in popular music. Working with creators at every stage of their career, from emerging songwriters to iconic performers, our business model drives equity across the entire global music industry supply chain.

Scope

We are seeking a highly motivated and skilled Technology Operations Lead to join our team in London. In this pivotal role, you will be instrumental in ensuring seamless technology operations for our global workforce, with a strong focus on providing exceptional end-user support for both Windows and macOS environments focused in the UK and throughout Europe. You will also have the exciting opportunity to contribute to and lead various technology projects that enhance our infrastructure and user experience. This role requires the flexibility to collaborate with teams based in the US and may involve occasional work outside of standard business hours.

Responsibilities:

End User Support (60%):

+ Serve as the regional point of escalation for end-user technology issues related to Windows PCs and Apple Macs, providing timely and effective resolutions. + Work as a member of the regional team to troubleshoot and resolve hardware, software, network, and peripheral issues with a focus on minimizing disruption and maximizing user productivity.
+ Provide comprehensive support for standard business applications, including Google Workspace, Microsoft 365, JAMF, Slack, as well as collaboration tools such as Confluence, Jira Service Management, and other industry-specific software.
+ Develop and maintain clear and concise end-user documentation, guides, and FAQs for both internal end users and technical audiences.
+ Participate with the broader group on conducting user training for supported applications and services, and employee onboarding.
+ Manage user accounts, permissions, and access controls across multiple services
+ Purchase and maintain an accurate inventory of hardware and software assets.

Technology Projects (30%):

+ Participate in the planning, execution, and implementation of technology projects, such as hardware and software deployments, system upgrades, and infrastructure improvements. + Document project plans, progress, and outcomes.
+ Collaborate with other IT teams and vendors.

Global Collaboration (10%):

+ Work effectively with colleagues and stakeholders across different time zones, particularly in the US. + Frequently participate in virtual meetings and maintain clear communication channels.
+ Demonstrate flexibility with work hours to accommodate occasional overlap with US-based teams.
+ Contribute to the development and implementation of global IT standards and best practices.

Experience:

Proven experience (typically 5+ years) in a technical support role, with a strong emphasis on supporting end users in both Windows and macOS environments. Excellent independent troubleshooting and problem-solving skills across a wide range of client hardware, software, and network issues. Solid understanding of user account management and security best practices across various identity management platforms and services. Experience with managing and supporting Google Workspace and Microsoft 365 suite. Familiarity with remote support tools and techniques. Experience in AWS and Azure is a plus. Demonstrated ability to be a self-starter, manage time effectively, prioritize assigned and unassigned tasks, and work independently. Strong communication (written and verbal) and interpersonal skills, with a customer-centric approach. Experience participating in or leading technology projects is highly desirable. Experience working in Kanban and/or Agile environments is a strong plus. Experience working with global teams and across different time zones. * Fluency in English is essential; proficiency in another European language is a plus.