Manager / Team LeaderDescriptionAt 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 "go-to" provider of technical services.We enable leading content creators and publishers to leverage our expertise across the entire lifecycle of interactive content, helping our clients stay lean and agile while focusing on creating engaging experiences.Trusted by many of the world’s leading video game companies, Keywords supports them during concept, development, and live operations by utilizing our industry-leading service lines at every stage.We are seeking highly skilled and experienced IT Support Managers to oversee first and second line support across our global studios. This role operates on a follow-the-sun model across time zones, providing continuous escalation support for the business.The successful candidates will oversee IT Support delivery collaboratively, ensuring our team provides 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, eager 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. The position requires a minimum of two days a week working from the office.RequirementsDuties and ResponsibilitiesAs a new role for Keywords Studios:Develop a location strategy for support, considering the need for 24/7 "follow the sun" support.Promote an automation-first, shift-left mentality across all IT teams.Coordinate with ITSM and ServiceNow teams to standardize workflows and drive tool investments.Leverage Knowledge Management to enhance automation efforts.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 aligned with ITIL standards where applicable.Oversee local support operations to meet SLAs and deliver exceptional user experiences.Collaborate with global IT support teams to ensure consistent implementation of policies and standards.Work with other IT teams on IT projects, including infrastructure, software, and hardware deployments.Provide weekly and monthly support metrics and incident trend analyses for continuous improvement.Maintain high standards for all IT assets in local offices.Manage relationships with suppliers and partners, ensuring SLAs and contracts are upheld and renewed as needed.Report progress regularly to senior management and stakeholders.Ensure compliance with relevant regulations concerning workplace services, health and safety, and environmental standards.Foster a culture of innovation, continuous improvement, and learning across the organization in collaboration with senior leaders.Skills Experience RequiredExtensive experience in a business services environment, ideally within video game development or a highly technical environment.Proven leadership and team management skills.Deep knowledge of first- and second-line support operations.Strong familiarity with ServiceNow and industry trends.Excellent relationship-building skills.Ability to operate effectively in a matrix management environment.Exceptional communication and interpersonal skills, capable of engaging diverse stakeholders.Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and project management.Experience managing budgets and optimizing costs.Customer service-oriented mindset focused on high-quality service delivery.
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