Job Description

Company Description

At Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential. We are Canada\xe2\x80\x99s preeminent leader in delivering top quality sport and entertainment experiences and one of North America\xe2\x80\x99s leading providers of exceptional fan experiences. We are the parent company of the National Hockey League\xe2\x80\x99s Toronto Maple Leafs, the National Basketball Association\xe2\x80\x99s Toronto Raptors, Major League Soccer\xe2\x80\x99s Toronto FC, the Canadian Football League\xe2\x80\x99s Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.

MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club). Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential.

We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other. Come be a part of the team.



MLSE Digital Labs is seeking a highly skilled individual to serve as an MLSE Scoreboard Customer Support (8-month contract; 40 hours/week). The successful candidate will support the implementation of a proprietary digital youth engagement platform used by organizations to improve their program capacity, impact measurement, and youth engagement.

You will liaise between MLSE Digital Labs and other business units by performing various technical support, customer service and record-keeping tasks. Specifically, the MLSE Scoreboard Customer Support role is responsible for managing MLSE Scoreboard requests and incidents reported by licensee clients, providing initial support (including investigation and diagnosis of issues), recording incidents, restoring service where possible, and assigning incidents to Level 3 support teams as required.

The candidate must function effectively in a collaborative youth-focused programming environment, work closely with staff from other departments, business units, and community organizations, and communicate effectively with different stakeholders (youth, parents, staff) as part of a diverse and dynamic team.

What you\xe2\x80\x99ll be doing

• Act as single point of contact for all technical support requests from MLSE Scoreboard business units & log these in our ticket management system.
• Support the Manager to onboard and train organization staff to build and maintain MLSE Scoreboard competency, including setting up laptops and other devices.
• Build and maintain relationships with MLSE Scoreboard users and stakeholders to ensure high user engagement and satisfaction.
• Maintain effective lines of communication with administrators, working with this group to ensure unresolved problems are handled appropriately, identify problem trends, and eliminate root causes.
• Expedite resolution of all incidents on the first contact and as required by the organization as it pertains to their operations.
• Understand Service Level Agreements (SLAs) associated with the user community and the impact of support issues to help determine the prioritization in relation to other workloads.
• Recognize trends and patterns and escalate to Level 3 support.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Identify efficiencies and ways to use technology to advance the team\'s performance.
• Have a flexible schedule and/or travel to different locations as demanded by the business and its schedule.
• Other projects and assignments as dictated by MLSE Scoreboard stakeholder business unit requests.

Qualifications

Note: Before reviewing the qualifications listed below, we want you to know that we understand you may not meet all the qualifications described and have other relevant expertise and experience. We invite you to please share this with us in the "Message to the Hiring Manager" section of our online application.

• You have technical experience, preferably in a Help Desk or Service Desk environment.
• You have exceptional written and verbal communication skills; ability to present ideas in user-friendly language; proven ability to listen, understand and communicate effectively; keen attention to detail; proven analytical and problem-solving abilities; active self-starter with a proven ability to take the initiative and be proactive.
• You have a keen ability to effectively prioritize and address technical issues in a timely and appropriate manner.
• You are team-oriented with excellent interpersonal skills.
• You have well-developed customer service skills
• College degree in Computer Science or equivalent.
• Basic knowledge of network devices (routers, firewalls, switches) and endpoint network troubleshooting.
• Working knowledge of using various internet browsers (e.g. Google chrome, Microsoft Edge, Firefox).
• Technical working experience with a very strong background in Windows 7,10,11 and Office 365.
• Familiarity with MacOS will be considered an asset

Additional Information

Apply by: Nov 23, 2023

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

At MLSE, we are committed to building an equitable, diverse and inclusive organization. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email accommodations@mlse.com. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

MLSE