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 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. This position will require a minimum of two days a week of working from the office.

Requirements

Duties and Responsibilities

As a new role for Keywords Studios :

• 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.
• Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool.
• Utilise Knowledge Management to drive forth automation.

Full scope of tasks including but not limited to :

Skills & Experience Required