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Manager IT, Operations

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Job ID: 15110
Job Type: Full-time
Location: Frederick, MD
Date Posted: Oct 26, 2023

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Job Description


The Manager of IT Operations manages tier 1 level support of infrastructure & application services for Music & Arts, part of The Guitar Center Company. Locations include Retail, Repair, Affiliates, Distribution, and Corporate and support local computing environments, including PCs, laptops, printers, network connectivity, operating systems, and applications.

  • Manage a diverse support staff in support of Music & Arts retail stores and other facilities servicing a production staff of 5,000+ employees.
  • Maintain visibility of day-to-day operational requirements and projects at each location. Provide technical assistance to local production staff and represent Music & Arts Support Services in local coordination.
  • Supports customer base in problem troubleshooting and resolution. In general, provide technical training, instruction, analysis, recommendations, project planning, implementation services and operational support for all end-user computing environments.
  • Forecast, manage, and oversee budgets at all sites under your Manage labor resources (recruitment, retention, training, mentoring, evaluations, promotions, etc.).
  • Manage efforts surrounding Customer Support – Respond to calls and requests for problem resolution or service. Attempt to resolve issues remotely first, in person if necessary, and finally through detailed diagnostics up to and including OEM support.
  • Manage efforts surrounding Hardware Maintenance – Maintain minimum supportability standards for our computing environment for all desktops, laptops, peripherals, and shared network devices. Revise minimum standards at least yearly. Update new hardware standards on a quarterly basis while maintaining or reducing the overall cost of ownership.
  • Manage efforts surrounding Software Maintenance – Maintain and keep current with corporate standards for the desktop operating system. Create standard OS implementation configurations and overall desktop software images (including standard office applications) for all hardware platforms. Apply service packs and updates for OS and applications as recommended by vendors and after thorough testing. Maintain software licensing compliance with corporate contracts and seek other opportunities for global agreements, where feasible, to leverage the size of the company and achieve maximum discounts.
  • Manage efforts surrounding Production Applications – Provide support for the enterprise applications development and infrastructure IT organizations in planning, rollout, and user support of internally developed applications for Music and arts production environments.
  • Manage efforts surrounding Projects – Provide project management support for user support components of all enterprise projects.
  • Manage efforts surrounding SLAs – Maintain service level agreements that meet the criteria for both serviceability and reasonableness given limited resources and Also, provide an escalation path for problems and issues that cannot be resolved at other levels.
  • Manage efforts surrounding Communications – Maintain Music & Arts’s critical systems both at the desktop and local LAN levels. Provide both upgrade and operational services. Provide an interface and act in a liaison role with managers at all levels of the business on issues of customer service, project support, and technical advice regarding all aspects of user support.
  • Manage efforts surrounding IT Security. Assist in providing our customers a safe, secure computing environment on the corporate approved platform. Track and report on virus incidents.
  • Manage efforts surrounding Client-Server Support. Administer passwords, file access, print services, database access, and all other interactions and functions between our users and the servers they utilize.
  • Additional duties as assigned. 

About Music & Arts

Music & Arts embodies the world of creativity and music by encouraging our teammates to find their own individual sound. We strive to create lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the almost indescribable happiness that comes from playing an instrument. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The first Music & Arts was located in a small house in Bethesda, MD and run by founder Benjamin O'Brien. When Music & Arts opened its doors in 1952, we offered printed music, music lessons, dance lessons, and art supplies. Ben decided shortly after opening his business that he wanted to focus on music to better serve his customers -- a decision that remains intact to this day.

Since the 1990's, Music & Arts has expanded nationwide through organic growth and a series of acquisitions and mergers with other music dealers. In 2005, Music & Arts joined forces with American Music to become the largest band and orchestra instrument retailer in the United States. Based in Frederick, MD, Music & Arts is now part of the Guitar Center enterprise and comprises 225+ retail stores, 200+ educational representatives, and 250+ affiliate locations.

Skills, Experience and Education:

  • Bachelor’s Degree (or 4 years of equivalent work experience), preferably in Computer Science, Information Systems, or related field.
  • Valid state driver’s license and automotive
  • 8 years of relevant technical work experience (in combination with degree or years of previous experience).
  • 3 years of experience in Ethernet networking, cabling, switch management, and support for desktop users.
  • 4 years of experience in Help Desk or direct end-user applications
  • 2 years of experience with IT management (or lead IT position).
  • Expert proficiency with Windows Desktop OS administration and
  • Intermediate budgeting proficiency with an understanding of basic finance and
  • Intermediate proficiency with Active Directory administration and support

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

Music & Arts is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐ related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 1‐818-735-8800 ext. 2862 or by sending an email to [email protected].

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