Observatory Technology Manager

Title: Observatory Technology Manager

Department: Information Technology

Reports To: VP, Network & Infrastructure 

Location: New York, New York 

FLSA: Full-Time, Exempt

Company Summary

Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of modernized, amenitized, and well-located office, retail, and multifamily assets and the Observatory deck attraction in ESRT’s flagship Empire State Building – the “World’s Most Famous Building”. The Company is the recognized leader in energy efficiency and indoor environmental quality. As of March 31, 2024, ESRT's portfolio is comprised of approximately 8.6 million rentable square feet of office space, 0.7 million rentable square feet of retail space and 727 residential units. More information about Empire State Realty Trust can be found at esrtreit.com and by following ESRT on Facebook , Instagram , TikTok , X and LinkedIn .

The dedicated team at ESRT is a collection of diverse individuals with a shared passion for excellence and a keen eye toward future growth. Headquartered in New York City, we harness the energy of the city in everything we do. We care for one another, work hard, and have a lot of fun doing it! We are Certified™ as a Great Place to Work® by the global authority, Great Place to Work®, on workplace culture, employee experience, and leadership behaviors. We prioritize and invest in the health and wellness of employees to attract, develop, and retain top-tier talent. ESRT values continuous employee development and encourages colleagues to excel in their roles and adapt to emerging business needs. From our crown jewel, The Empire State Building, to incredible buildings modernized for the 21st century, to outstanding customer service, and our decade-long leadership position in sustainability and energy efficient portfolio that is 100% fully powered by renewable wind electricity, we take pride in our work. ESRT seeks an equally passionate colleague to join the team, understand the vision and help achieve that vision.

Position Summary

The Observatory Technology Manager will lead the coordination of all technology dependent systems maintenance and initiatives at the Empire State Building Observatory (ESBO), whether ticketing systems, hardware, A/V, or network related dependencies. The selected candidate will work closely with the ESBO team at large including the Helpdesk, Network & Infrastructure, Project Management, and Applications teams. The position will lead an initial audit of all current systems and processes and collaboratively identify improvements.

Responsibilities

• Collaborate with ESBO Leadership to understand the organization, its strategic objectives, and business needs
• Take the lead role in coordinating and managing ESBO technology and A/V related projects from design to deployment to on-going support
• Contribute to the architectural decisions and design discussions for applications, ensuring scalability, maintainability, and performance
• Work with vendors and the ESBO Operations team members to troubleshoot and resolve A/V, exhibit, and building related system issues, identifying root causes, and implementing solutions
• Manage the preventative maintenance schedules of all exhibits, kiosks, turnstiles, and ticket printers
• Identify, troubleshoot, and resolve various technical problems and ensure service level agreements (SLA) are upheld
• Provide timely responses to support requests via phone, email or in person, while ensuring updates and notes are timely entered into the helpdesk ticketing system
• Follow departmental change management processes and protocols
• Create and maintain technical documentation for both internal and external use
• Utilize and manage the department’s work management tools and applications on Monday.com
• Stay current with industry trends and new technologies, advocating for the adoption of best practices and tools
• Ensure cybersecurity practices are incorporated into all IT and A/V related work
• Manage all project-based IT and A/V responsibilities during expansion or renovations that happen within the Observatory
• Ensure all tracking and monitoring systems are current and maintained in a timely manner
• Work within an agile environment
  
  

What Success Looks Like

• Provide ESBO guests with the best-in-class support and service required to maintain our #1 Attraction in the USA ranking by TripAdvisor
• Collaborate with the ESBO Leadership and Operations team to prioritize projects and support as the IT liaison
• Collaborate with the Observatory team to provide white-glove customer service
• Collaborate with the various IT teams to ensure system and process integrity
• Manage a wide variety of technical projects leveraging our Project Management Office (PMO) methodology
• Embrace cyber best practices in all aspects of the job
  
  

Required Skills/Abilities

• Effective Project Management skills, along with experience working in agile environments
• Ability to be available during Observatory operating hours
• Understanding of audio visual or exhibition systems
• Experience working with Monday.com or similar work management platform
• Strong organizational skills: ability to prioritize work and meet deadlines in a fast-paced environment
• Strong vendor management, time management, and project management skills
• Excellent written and oral communication skills with a strong work ethic, hands-on, with a customer service mentality
• In-depth experience of information technology systems including common computer applications, operating systems, hardware, networking, and mobile devices
• Strong technical aptitude and troubleshooting skills
• Outstanding communication and customer service skills
• Ability to manage stressful situations in a calm, courteous and efficient manner
• Ability to make quick, clear decisions with minimal supervision
• Ability to work in a team and independently
  
  

Education & Experience

• 5 - 7 years of information technology experience
• A minimum of 3 - 5 years in an A/V and exhibition systems environment
• Networking +, Security, and/or equivalent certifications are a plus
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
  
  

What You Can Expect

At ESRT, like our tenants, our employees come from everywhere. We foster a richly diverse work environment that captures top talent and cultivates the best ideas. By focusing on inclusion and celebrating our differences, we create even greater value — in business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive and equitable work environment where our employees can thrive. In addition, ESRT employees embody our Company Culture & Success Factors -

• Adaptable – you are a self-starter who’s able to quickly digest and execute new processes to work both collaboratively and independently
• Dynamic – you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT
• Dependable – you take a strong sense of ownership and accountability over your work
• Passionate – you keep up with industry trends and are excited about the potential to propel the industry forward with a “roll-up-your-sleeves” attitude
• Curious – you consistently look for new ways to work smarter, not just harder
• Ethical – you treat others with respect, and embrace and contribute to a culture of diversity and inclusion
• Positive – you possess a service-oriented attitude with excellent follow through
  
  

The salary range for this position is $130,000 to $145,000. Salary is based on several factors including but not limited to education, work experience, job location, size of property where applicable, and/or certifications. In addition to your base salary, ESRT provides discretionary annual bonuses. ESRT offer comprehensive, competitive benefits & well-being programs including:

Benefits

• Competitive base salary and bonus
• Health/Dental/Vision insurance
• Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
• Voluntary Enhanced LTD Program
• Voluntary Hospital, Accident, and Cancer Programs
• 401(k) with 100% match up to 5%
• Paid parental leave
• Pre-tax transit accounts
• Employee Assistance Program for emotional, financial, and legal support
  
  

WELL-BEING

• Generous paid time off
• Flex Summer Fridays
• Employee engagement programs
• Volunteer time off
• Continuing education
• Complimentary Empire State Building Observatory access
• Complimentary gym membership and other wellness benefits
• Employee Discount Programs
  
  

ESRT is an affirmative action and equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Accommodations are available for applicants with disabilities.