Job details

IT Support Manager

At Keywords Studios, 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 so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com We are seeking a highly skilled and experienced IT Support Managers to oversee first and second line support across our studios, globally. This will be via a follow-the-sun model across the time zones to allow a continuous escalation point for the business. The successful candidates will be responsible for overseeing the delivery of IT Support across our locations in a collaborative manner, whilst ensuring our team is providing an efficient and effective service to our internal users. This is an excellent opportunity for an experienced IT Support Lead or Manager with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Global Service Delivery Director and will involve working closely with colleagues to deliver a seamless service to our users.

Scope of Responsibilities:

Create a location strategy for Support taking into consideration the need for 24/7 support that follows the sun.
Drive an automation first, shift left mentality working across all IT teams.
Create a strategy for centralized Service Desks for first line support.
Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool.
Utilize Knowledge Management to drive forth automation.

Full scope of tasks including but not limited to:

Manage and develop the local IT support teams, ensuring that all employees are trained and upskilled to deliver a professional IT support service to our internal users and adhere to ITIL standards where applicable.
Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience.
Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured.
Collaborate with other IT teams to manage the delivery of IT projects, including new infrastructure, software and hardware.
Deliver weekly and monthly metrics on support operations and incidents, including analysis of trends to identify opportunities for continuous improvement.
Ensure that all IT assets in the local offices are managed and maintained to a high standard.
Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required.
Provide regular progress reports to senior management and stakeholders
Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.
Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.

A strong command of English and German (at least B2 level)
Significant experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
Excellent leadership and management skills, with experience leading and developing teams of professionals.
Strong knowledge of first- and second-line support operations.
Strong knowledge of ServiceNow and industry trends.
Excellent relationship building skills.
Ability to work in a matrix management environment.
Excellent communication and interpersonal skills, with the ability to work effectively with a diverse range of stakeholders.
Strong analytical and problem-solving skills, with the ability to make data-driven decisions and manage complex projects.
Ability to manage budgets and financial resources effectively, identifying opportunities for cost savings and efficiencies.
Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

Medical package
MyBenefit Cafeteria Platform
Employee Assistance Program
Parking space
No Dress Code
Free hot and cold beverages
Chill zone

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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What You Should Know About IT Support Manager, Keywords Studios

Join the energetic team at Keywords Studios as an IT Support Manager, where your passion for games and technology meets a compelling need for exceptional IT services! In this exciting role, you’ll oversee our first and second line support systems across studios worldwide, ensuring seamless operations in fast-paced environments. As an IT Support Manager, you’ll tackle challenges with our unique follow-the-sun model, working collaboratively with talented teams to create an efficient service for our internal users. Your leadership will be key as you spearhead the development of local IT support teams, drive innovations like automation-first strategies, and establish centralized service desks. You’ll play a pivotal part in delivering IT projects, managing incidents, and ensuring that service-level agreements are met and upheld. This is your opportunity to make a significant impact within the gaming industry while keeping things agile and dynamic. The successful candidate will possess excellent communication skills in both English and German, along with substantial experience in a technical support environment. If you're ready to steer your career forward in a thriving company that prides itself on its cutting-edge services and a laid-back work culture, then Keywords Studios is the place for you!

Frequently Asked Questions (FAQs) for IT Support Manager Role at Keywords Studios

What responsibilities does the IT Support Manager at Keywords Studios have?

The IT Support Manager at Keywords Studios plays a vital role in overseeing first and second line support across global studios, implementing a comprehensive support strategy to ensure exceptional service delivery. Responsibilities include managing local IT support teams, ensuring adherence to ITIL standards, collaborating with global teams, and driving automation initiatives. Moreover, the manager is accountable for meeting service-level agreements, maintaining IT assets, and fostering strong relationships with stakeholders.