Lead IT Support Technician

Information Technology Chicago, Illinois


Must be located in Chicago, Illinois

Who we are:
Vivid Seats is the largest independent online ticket marketplace, sending tens of millions of fans to live events. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Chicago’s top 10 places to work in 2021, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity: 

As a Lead IT Support Technician at Vivid Seats, you will utilize industry-leading technology to optimize the operational efficiency of our IT Support team. Through thoughtful trend analysis, your leadership will help identify root issues and architect solutions to reduce workloads.  Additionally, you’ll work alongside the IT Support Manager to prioritize, break down and coordinate large company initiatives. Your contributions will directly impact the success of our team and promote our image to the company.

How your role contributes to the success of Vivid Seats:

  • Promote productivity by identifying and implementing solutions to technical obstacles.
  • Procure equipment to enable the success of our customers.
  • Assist with the testing, adoption and rollout of new technology.
  • Optimize our strategies and processes through team collaboration and mentorship.
  • Contribute to our knowledgebase via documentation.
  • Ensure that our support queue is being addressed in a timely manner.
  • Act as a backup escalation point for the IT Support Manager.
  • Assist with requests from executives and senior leadership members.

How your role expectations will progress as a Lead IT Support Technician in the first 30, 90, and 180 days:

30 days in

  • Complete new hire orientation, gaining the resources you need to be successful.
  • Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.
  • Acclimate to team and company norms, business objectives, and Vivid Seats values.
  • Learn to navigate common tools and procedures.
  • Establish avenues of support and learn when and where to seek guidance.
  • Become familiar with team objectives and how they contribute to company goals.


90 days in

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.
  • Identify root causes to common problems and establish approaches.
  • Ensure that the user lifecycle process is being completed on a weekly basis.
  • Work with the IT Support Manager to breakdown and coordinate complex projects.

180 days in

  • Apply methods to execute individual tasks that positively impacts the team.
  • Play an active role in continued learnings to advance skill sets necessary for team goals.
  • Establish interdepartmental relationships through efficient communication and positive results.
  • Lead team meetings and discussions to establish action plans.
  • Introduce new policies and procedures to optimize our support impact.

What You’ll Bring:

  • A passion for technology and a drive to improve upon it.
  • A strong sense of leadership and a desire to help the team succeed.
  • The ability to break down problems and document the resolutions.
  • Strong communication skills with a friendly attitude.
  • The ability to multitask without compromising quality.
  • A strong work ethic and ability to self-govern on projects.
  • The ability to troubleshoot hardware, software and networking problems.

Our Commitment:

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.

Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks.