• Own the day-to-day delivery of IT services across the organization, ensuring systems and tools are reliable, well-maintained, and properly supported • Evaluate, implement, and own an asset management system to track all hardware, software, and peripherals; enforce policies for procurement, assignment, refresh cycles, and end-of-life disposition • Evaluate and implement an MDM solution enabling remote management, monitoring, and wipe capabilities for company-owned devices • Design and own structured IT onboarding and offboarding workflows in partnership with HR; ensure new hires are provisioned on day one and departed employees are fully deprovisioned promptly • Establish and run a regular user access review process; define role-based access standards and enforce least-privilege principles across critical systems • Partner with Security and Infrastructure to maintain and improve the IT security baseline; own email security tooling, maintain patching cadence, and contribute to SOC 2 readiness and compliance initiatives • Oversee IT helpdesk and support, define and track SLAs, and evaluate/implement an ITSM platform (e.g., Freshservice, Jira Service Management) to manage tickets and build institutional knowledge • Develop and maintain IT disaster recovery and business continuity plans; define RTO/RPO objectives, validate backup processes, and test incident response runbooks regularly • Own and manage the IT budget including hardware, SaaS subscriptions, and vendor contracts; identify cost optimization opportunities and hold vendors accountable to SLAs • Manage software license agreements and vendor relationships; maintain accurate inventory and optimize spend • Establish and maintain runbooks and SOPs for common IT tasks to reduce tribal knowledge dependency and improve time-to-resolution

• Overseeing the daily operations of the Information Technology (IT) Helpdesk team. • Ensure timely and effective resolution of technical issues. • Manage the IT managed service provider, maintain service level agreements (SLAs). • Contribute to the continuous improvement of IT support processes and infrastructure. • Work with the MSP on staffing, scheduling, and workload distribution to ensure adequate coverage and efficient service delivery. • Define and track key performance indicators (KPIs) and service level agreements (SLAs) for helpdesk operations. • Oversee the ticketing system to prioritize, track, and resolve all incoming support requests (phone, email, slack). • Ensure prompt and accurate resolution of technical issues across hardware and software. • Develop, implement, and maintain helpdesk procedures, standards, and best practices. • Manage the escalation process for unresolved issues, ensuring effective communication and collaboration with higher-tier support teams or external vendors. • Maintain an up-to-date inventory of IT assets and manage equipment lifecycle (procurement, deployment, disposal). • Manage onboarding and offboarding procedures and processes. • Serve as an escalation point for complex or critical technical problems. • Stay current with emerging technologies and industry best practices. • Develop and maintain a comprehensive knowledge base, including self-service documentation, troubleshooting guides, and FAQs for common issues. • Participate in the planning and execution of IT projects, ensuring the helpdesk team is prepared to support new systems and applications. • Champion a customer-centric approach to support, ensuring all users receive professional, courteous, and timely assistance. • Monitor user satisfaction and implement initiatives to improve the overall service experience. • Communicate planned outages, system updates, and critical information to end-users effectively.

• Provide advanced technical support for media and television systems • Troubleshoot complex issues involving commercial TVs, media distribution systems, set-top boxes, and streaming devices • Serve as a technical escalation point for Tier 1 agents • Diagnose system-level issues involving network connectivity, device firmware, and media platform configurations • Coordinate with engineering or technical teams to resolve advanced issues • Provide detailed documentation of troubleshooting processes and solutions • Assist in improving support processes and knowledge base documentation

• Provide Tier 1 and Tier 2 technical support for cloud-based and on-premises systems • Troubleshoot hardware, software, and access issues for end users • Respond to and resolve tickets using systems such as Jira or ServiceNow • Support remote desktop troubleshooting and user assistance • Assist with device provisioning, setup, and configuration • Maintain accurate ticket documentation and resolution notes • Track IT assets and support inventory management processes • Escalate complex issues to higher level support teams as needed • Deliver strong customer service and clear communication to users