Director of Ticketing and Patron Services

The Director of Ticketing and Patron Services provides department head leadership and oversight authority for all ticketing and front-of-house operations at Utah Tech University, overseeing systems, staffing and patron experience across a Division 1 athletics program, performing arts, community and commercial event and large-scale campus events. This role is responsible for leading the evolution, effectiveness, and long-term vision of the ticket office as it grows to support and expanding campus and increasing event activity.

Reporting to the Executive Director of Event Services, this position supervises Full time staff members and up to 150 part time and student employees. The Director acts as the primary liaison to Athletics, Fine Arts, Utah Tech Student Association and external partners regarding ticketing, event access, patron experience and customer service standards.

The Director provides strategic leadership and operational oversight for ticketing services and is expected to be present during major on-sales and live events to support staff, ensure service quality and address issues in real time.

• Serve as the primary leader for ticketing operations, policies, systems and procedures, ensuring alignment with Event Services goals and institutional standards.
• Oversee and manage daily Ticket Office operations ensuring professional, consistent service across athletics, performing arts, UTSA events, commercial rentals and other campus wide activities.
• Oversee recruitment, hiring, training, scheduling and supervision of 2 - 5 full time staff and up to150 part-time, student, and seasonal staff, including ticket agents, house managers, ushers, ticket scanners, hospitality and guest relation staff.
• Develop Staffing Plans, Event checklists, financial workflows, and standard operating procedures for the ticket office and front-of-house operations across all campus venues ensuring both current operational needs and anticipated growth are met.
• Serve as the lead system administrator for the University's ticketing platform (Currently Paciolan); and associated ticketing technologies including event builds, seating manifests or modifications, pricing structure and implementation, seat hold management, subscriptions, permissions and reporting.
• Maintain strong relationships with ticketing vendors and partners; oversee hardware, software, scanners, printers, ticket stock, the University's ticketing website and technology troubleshooting with the IT Department.
• Ensure accurate and timely reconciliation of event settlement reports, deposits, payroll and fiscal documentation in compliance with university, state and federal policies.
• Ensure adherence to PCI standards, cash handling protocols, and audit readiness.
• Oversee front-of-house operations for all campus venues, ensuring consistent standards for ushering, house management, bag check, ticket scanning, accessibility, and customer service.
• Maintain and update ticketing web pages, patron resources, digital ticketing workflows, and mobile ticketing support.
• Support ticketing-related planning for revenue generation, pricing implementation, customer experience improvements, fiscal accountability, and operational efficiency.
• Collaborate with Athletics, Fine Arts, Marketing & Communications, UTSA and other campus partners, and with the Executive Director of Event Services on ticketing-related planning, policy implementation and customer service standards.
• Implement and document operational changes, improvements, and compliance updates.
• Lead the Ticket Office in a lean operational environment, modeling accountability, adaptability and teamwork during peak periods.
• Perform other duties as assigned.

Minimum Qualifications

• Bachelor's degree in a related field.
• Minimum of five years of progressive professional experience in ticketing operations within athletics, performing arts, venues or live events.
• Demonstrated experience supervising and developing ticket office staff in a live-event fast-paced environment.
• Hands-on experience with a computerized ticketing system, including event setup, reporting, settlements and day-of-event troubleshooting.
• Demonstrated knowledge of cash handling, accounting and reconciliation practices.
• Proficiency with Microsoft Office Suite, including advanced Excel.
• Strong communication skills and the ability to represent the University professionally.
• Ability to work irregular hours, including nights, weekends and holidays in support of event schedules.
• This position requires the ability to navigate between various ticket offices, venues, and front-of-house locations during events. The role may include frequent transitions between work areas, which may be completed with or without reasonable accommodation and through any form of mobility (walking, wheeling, or other mobility aids).

Preferred Qualifications

• Master's Degree in related field.
• Experience in both athletics and performing arts ticketing environments.
• Experience overseeing large student, part-time, or volunteer staff.
• Knowledge of PCI compliance, ADA requirements, and front-of-house management.
• Experience with Paciolan ticketing system.
• Strong understanding of event operations, customer service standards, and patron experience strategies.

POSITION DETAILS, COMPENSATION AND BENEFITS: Full-time overtime-exempt staff position. Annual salary of $65,000+ depending on qualifications and experience. Desired start date of March/April 2026. Excellent benefits package included that begins on start date; includes medical, dental, vision, disability, and life insurance, employee assistance and wellness programs, retirement plan contributions, and undergraduate tuition waivers for employees and eligible dependents, as well as paid holidays in addition to sick and vacation leave accruals. See https://humanresources.utahtech.edu/employee-benefits/ under "Benefits Summary" for more details.

ELECTRONIC APPLICATION PROCEDURES: Submit application materials (including resume contents and contact information for three professional references) and upload a cover letter electronically.

ABOUT THE UNIVERSITY: Utah Tech University is an open, comprehensive, polytechnic institution, committed to exceptional student learning and success that has adopted an instructional approach of "active learning. active life." and a culture of innovation and entrepreneurship. We seek faculty and staff committed to creating an active, applied and career-oriented learning environment that is student-centered. Established in 1911 as a community college and in 2013 as a state university, our University is located in picturesque southwestern Utah, approximately 120 miles northeast of Las Vegas. The area is renowned for its red rocks, desert climate, over 300 days of sunshine annually, and featuring easy access to world-class outdoor recreational opportunities. Click here to learn more about the University.

Utah Tech University is a fast-growing Utah public institution of higher education, with more than 13,000 students. We offer over 250 programs, including doctoral, masters, bachelors, associates, certificates, endorsements, minors, and/or emphases. We seek faculty and staff committed to creating an active, applied, and career-oriented learning environment that is student-centered, who bring new ideas, possess values and career aspirations aligned with the University's mission and vision, and are inspired to build a premier open, comprehensive, polytechnic university.

Utah Tech employs only U.S. citizens and lawfully authorized non-U.S. citizens. All new employees must provide employment eligibility verification as required by the U.S. Citizenship and Immigration Services.

Utah Tech is committed to providing access and reasonable accommodations in its services, programs, activities, education, and employment for individuals with disabilities. To request disability accommodation in the application process, please contact Human Resources at hr@utahtech.edu or 435-652-7500.

Utah Tech University does not discriminate on the basis of race, religion, color, national origin, citizenship, sex (including sex discrimination and sexual harassment), sexual orientation, gender identity, age, ancestry, disability status, pregnancy, pregnancy-related conditions, genetic information, military status, veteran status, or other bases protected by applicable law in employment, treatment, admission, access to educational programs and activities, or other University benefits or services. For more information or contact information, please visit https://titleix.utahtech.edu/reporting-discrimination/.

For important information regarding academics, campus safety, student services, employment laws, and other regulatory requirements, visit Utah Tech University's Right-to-Know https://utahtech.edu/right-to-know/ and Clery Act https://police.utahtech.edu/clery-act websites.