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At Keywords, we are passionate about games, technology, and media, creating a global services platform for video games and beyond. Our goal is to become the leading provider of technical services.
We support content creators and publishers throughout the lifecycle of interactive content, enabling them to stay lean and agile while focusing on engaging experiences.
Trusted by many of the world’s top video game companies, Keywords collaborates during concept, development, and live operations by leveraging our industry-leading service lines.
We are seeking a highly skilled IT Support Manager to oversee first and second line support across our studios worldwide. This role operates on a follow-the-sun model across time zones to provide continuous escalation support for the business.
The successful candidate will oversee IT support delivery collaboratively, ensuring efficient and effective service to internal users.
This is an excellent opportunity for an experienced IT Support Lead or Manager with strong communication and leadership skills to make an impact in a fast-paced environment. The role reports to the Global Service Delivery Director and involves working closely with colleagues to deliver seamless service. A minimum of two days per week working from the office is required.
Requirements
Duties and Responsibilities
As a new role for Keywords Studios:
1. Create a location strategy for support considering 24/7 support needs following the sun.
2. Drive an automation-first, shift-left mentality across all IT teams.
3. Align with ITSM and ServiceNow teams to standardize practices and drive tool investments.
4. Utilize Knowledge Management to promote automation.
Full scope of tasks includes:
* Manage and develop local IT support teams, ensuring training and adherence to ITIL standards.
* Ensure local IT support operations meet SLAs and provide excellent user experience.
* Collaborate with global IT support teams to implement and measure IT policies and standards.
* Work with other IT teams on delivery of IT projects, including infrastructure, software, and hardware upgrades.
* Report weekly and monthly metrics, analyzing trends for continuous improvement.
* Maintain high standards for managing IT assets in local offices.
* Manage relationships with suppliers and partners, ensuring SLAs and contracts are maintained.
* Provide regular progress reports to senior management and stakeholders.
* Ensure compliance with relevant regulations related to workplace services, health and safety, and environment.
* Foster a culture of innovation, continuous improvement, and learning within the organization.
Skills & Experience Required
* Extensive experience in a business services environment, ideally in video game development or a technical environment.
* Proven leadership and team management skills.
* Strong knowledge of support operations and ServiceNow.
* Excellent relationship-building skills.
* Ability to work in a matrix management environment.
* Effective communication and interpersonal skills for diverse stakeholders.
* Strong analytical, problem-solving, and project management skills.
* Experience managing budgets and seeking efficiencies.
* Customer service focus with high-quality service delivery.
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