IT Senior Support Manager

At Keywords, we are using our passion for games, technology, and media to create a global services platform for video games and beyond. Our aim is to become the “go-to” provider of technical services. We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In doing so, we empower our clients to remain lean and agile, focusing on creating the most engaging experiences. Keywords is trusted by many of the world’s leading video game companies to collaborate during concept, development, and live operations by utilizing our industry-leading service lines at every step. We are seeking highly skilled and experienced IT Support Managers to oversee first and second line support across our studios globally. This role operates via a follow-the-sun model across time zones, providing a continuous escalation point for the business. The successful candidates will oversee the delivery of IT support across our locations in a collaborative manner, ensuring our team provides efficient and effective service to our internal users. This is an excellent opportunity for an experienced IT Support Lead or Manager with strong communication and leadership skills, eager to make an impact in a fast-paced, dynamic environment. This role reports to the Global Service Delivery Director and involves working closely with colleagues to deliver seamless service. The position requires a minimum of two days a week working from the office. RequirementsDuties and ResponsibilitiesThis is a new role at Keywords Studios: Create a location strategy for Support, considering the need for 24/7 support following the sun. Drive an automation-first, shift-left mentality across all IT teams. Align with the ITSM and ServiceNow teams to ensure standard practices and drive investment in the tools. Utilize Knowledge Management to promote automation. Full scope of tasks includes, but is not limited to: Manage and develop local IT support teams, ensuring training and upskilling to deliver professional support adhering to ITIL standards where applicable. Manage all local IT support operations to meet SLAs and provide an exceptional user experience. Collaborate with global IT support teams to ensure consistent implementation of policies and standards. Work with other IT teams on the delivery of IT projects, including infrastructure, software, and hardware updates. Provide weekly and monthly support metrics and incident analysis to identify opportunities for improvement. Maintain high standards for IT asset management in local offices. Manage relationships with suppliers and partners to ensure SLA and contract compliance. Report progress regularly to senior management and stakeholders. Ensure compliance with regulations related to workplace services, health and safety, and environmental standards. Foster a culture of innovation, continuous improvement, and learning across the organization. Skills & Experience RequiredExtensive experience in a business services environment, preferably in video game development or a highly technical environment. Proven leadership and team management skills. Deep knowledge of first- and second-line support operations. Experience with ServiceNow and awareness of industry trends. Strong relationship-building skills. Ability to operate effectively in a matrix management environment. Excellent communication and interpersonal skills for working with diverse stakeholders. Analytical and problem-solving skills, capable of making data-driven decisions and managing complex projects. Experience managing budgets and identifying cost efficiencies. Customer service focus, committed to high-quality service delivery.#J-18808-Ljbffr