Supervisor Employee Service Center

Madison Square Garden Entertainment Corp.

MSG Entertainment is a leader in live entertainment delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Companys portfolio includes a collection of world-renowned venues - New Yorks Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, Beacon Theatre, and The Chicago Theatre - that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, The Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com.

Who are we hiring

The Employee Service Center (ESC) Supervisor oversees daily operations within the Employee Service Center, owning Help Desk performance, queue management, and service levels. The Supervisor manages ESC Leads who directly support and guide Employee Service Center Representatives while serving as the primary escalation point for complex employee issues. The Supervisor also partners with business leaders to strengthen process understanding, policy alignment, and the overall employee experience across event-driven venues.

What will you do

• Manage and support ESC Leads, setting priorities, providing coaching, and ensuring Leads effectively guide and support Employee Service Representatives.
• Own Help Desk operations, including queue management, SLA performance, workload distribution, and service metrics, ensuring timely and accurate resolution of employee inquiries.
• Serve as the primary escalation point for complex, sensitive, or high-impact employee inquiries, ensuring appropriate resolution and follow-through across all ESC communication channels.
• Partner with Leads to reinforce training initiatives, compliance expectations, and execution standards across the team.
• Oversee Employee Service Center support for scheduling, staffing concerns, missed clock-ins, schedule changes, and time and attendance issues, ensuring alignment with policy, CBAs, and business needs.
• Support onboarding activities by ensuring new hire paperwork, I-9 verification, orientation support, and training coordination are executed accurately and on time.
• Partner with department managers and supervisors to deliver training and guidance on ESC processes and policy fundamentals, strengthening alignment and improving the employee experience.
• Maintain strong visibility within venues to build business trust, proactively address employee concerns, and identify opportunities to improve service delivery and processes.
• Provide on-site operational oversight to ensure smooth day-to-day ESC operations and continuity across shifts, events, and venues.

What do you need to succeed

• 3 years of experience in a customer service call center or HR help desk environment, with at least 1 year in a supervisory or lead role supporting teams in a fast-paced, service-driven setting.
• Demonstrated understanding of event-based or venue operations, including the ability to support fluctuating schedules, high-volume activity, and real-time business needs.
• Strong working knowledge of HR processes, including time & attendance, payroll, onboarding, employee relations, and compliance.
• Proven experience managing Help Desk queues, SLAs, and service performance metrics.
• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook) and experience using HRIS or ticketing systems (e.g., Oracle, ServiceNow, etc.).
• Strong leadership and communication skills with the ability to coach Leads, provide corrective feedback, and influence outcomes through others.
• Ability to train and partner with business leaders to improve process understanding and consistent policy application.
• Strong judgment, problem-solving skills, and attention to detail in a fast-paced environment.

Special Requirements

• Flexibility to work rotating schedules, including evenings, weekends, and holidays, based on event schedules and business needs.

LI-Onsite

Pay Range $75,000-$95,000 USD

At MSG, we recognize the importance of upskilling employees talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents, and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds. MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.