IT Senior Support Manager

We are seeking a highly skilled and experienced IT Support Manager 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.

As a new role for Keywords Studios, you will be responsible for creating a location strategy for Support, driving an automation first, shift left mentality, and aligning with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool.

Key responsibilities include:

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

Requirements:

• 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.