Who We Are
Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy. Distinguished by its culture of collaboration and exceptional client service, CAA’s diverse workforce identifies, innovates, and amplifies opportunities for the people and organizations that shape culture and inspire the world. The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations. Named Most Valuable Sports Agency by Forbes for eight consecutive years, CAA represents more than 2,000 of the world’s top athletes in football, baseball, basketball, hockey, soccer, in addition to coaches, on-air broadcasters, and sports personalities and works in the areas of broadcast rights, corporate marketing initiatives, social impact, and sports properties for sales and sponsorship opportunities. Founded in 1975, CAA is headquartered in Los Angeles, and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai, and Beijing, among other locations globally.
The Role
The role is an executive support/management position, the individual should be capable of assisting the team and leading by example. Experienced in service delivery support for SaaS/Cloud based services through standards and policies.
Sets processes, leads project teams, rectifies reliability issues, monitors progress, tracks KPIs, tracks assets, and manages budgets.
The Global Service Desk team provides employees with quality support, and personalized training.
Our concierge-style service empowers our customers to leverage technology to work more effectively
Responsibilities
Service Desk Regional Leader will manage all procedures related to the identification, prioritization, and resolution of end-user support requests, including the monitoring, tracking, and coordination of all service delivery functions related to those requests specific to your region.
Understand complex end-user requirements & find solutions to solve business challenges.
Provide a concierge level of support to all end-users in the organization including C-Suite and VIP clients.
Serve as the lead point of contact for staff and other department leaders regarding service delivery operations acting as an escalation point for service operations and chasing the resolution of incidents.
Establish and maintain mature working relationships with co-workers and end-users that represent IT in relation to service delivery and service quality.
Monitor defined KPIs (Key Performance Indicators) and implement action plan when metrics fall below agreed KPIs ensuring that support teams are capable of meeting SLAs and end-users are satisfied
Organize regular Service Review meetings with team and furnish metrics to communicate performance expectations.
Assess feedback from end-users and (proactively) identify issues.
Provide input into service improvement initiatives, planning, strategy and change discussions.
Seek for continuous improvement and suggest process improvements.
Ensure the staff is educated and trained on the tools and processes necessary to performed at the highest levels.
Ensure that customers are informed of service performance issues and significant issues.
Required Capabilities
Prior experience (7+ years) in IT Service Management and Service Delivery leadership role, managing complex operations in a multinational organization against existing processes and SLA’s.
Comfortable working in a demanding fast-paced, service-focused organization, undergoing change and rapid growth.
Flexibility to adapt to shifting priorities, coupled with a sense of urgency and desire to ‘roll up their sleeves’ when needed.
Ability to manage a team of 10+, including the capacity to train the staff on End User Technology productivity tools and company processes.
Experience operating with a high level of autonomy and the ability to meet deadline through others.
Hands-On experience with Microsoft 365, Window/Mac OS, and other company applications
Familiarity with Workday, Azure Cloud, Salesforce, and other company platforms
Work effectively with both team and/or work group including those outside the formal span of control to resolve issues and fulfill end-user requests.
Knowledge of industry-standard computer hardware, software, including cybersecurity systems
Knowledge of ServiceNow intake, escalation, and reporting processes
Desired Capabilities
Cybersecurity, threat prevention, and NIST familiarity
Knowledge of networks, VPNs, and wireless technologies
ITIL Foundation 3.0 Certified
PMP or project management training
Excellent verbal and written communication skills
Bachelor’s degree in IT, computer science, or a related field and/or experience
Environment
CAA is the world’s leading entertainment agency, named one of the “most innovative companies in entertainment” by Fast Company magazine. We have a service-oriented collaborative environment where teamwork and care and helping others to succeed are highly valued.
Location
This role will be based in our Nashville, TN office.
Creative Artists Agency, LLC (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate on the basis of race (inclusive of traits historically associated with race, including hair texture and protective hairstyles), color, religion, creed, gender or sex (including pregnancy, childbirth, breastfeeding or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, genetic information, family and medical care leave status, military or veteran status, marital status, family status, sexual orientation, gender identity, gender expression, political affiliation, an employee’s or their dependent’s reproductive health decision making (e.g., the decision to use or access a particular drug, device or medical service), or any other characteristic protected by applicable law.The Company also complies with the Americans with Disabilities Act and applicable state and local laws with regard to providing reasonable accommodation for qualified individuals with disabilities.CAA does not accept unsolicited resumes from third-party recruiters unless they were contractually engaged by CAA to provide candidates for a specified opening. Any such employment agency, person or entity that submits an unsolicited resume does so with the acknowledgement and agreement that CAA will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.