PAt 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. /ppWe 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. /ppKeywords 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. /ppWe 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. /ppThe 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. /ppThis 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. /ppstrongDuties and Responsibilities /strong /ppAs a new role for Keywords Studios: /pulliCreate a location strategy for Support taking into consideration the need for 24/7 support that follows the sun. /li /ululliDrive an automation first, shift left mentality working across all IT teams. /li /ululliAlign with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool. /li /ululliUtilise Knowledge Management to drive forth automation. /li /ulpFull scope of tasks including but not limited to: /pulliManage 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. /liliManage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience. /liliCollaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured. /liliCollaborate with other IT teams to manage the delivery of IT projects, including new infrastructure, software and hardware. /liliDeliver weekly and monthly metrics on support operations and incidents, including analysis of trends to identify opportunities for continuous improvement. /liliEnsure that all IT assets in the local offices are managed and maintained to a high standard. /liliProactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required. /liliProvide regular progress reports to senior management and stakeholders /liliEnsure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management. /liliCollaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization. /li /ulpstrongSkills Experience Required /strong /pulliSignificant experience within a business services environment and ideally video games development and/or working in a highly technical development environment. /liliExcellent leadership and management skills, with experience leading and developing teams of professionals. /liliStrong knowledge of first- and second-line support operations. /liliStrong knowledge of ServiceNow and industry trends. /liliExcellent relationship building skills. /liliAbility to work in a matrix management environment. /liliExcellent communication and interpersonal skills, with the ability to work effectively with a diverse range of stakeholders. /liliStrong analytical and problem-solving skills, with the ability to make data-driven decisions and manage complex projects. /liliAbility to manage budgets and financial resources effectively, identifying opportunities for cost savings and efficiencies. /liliStrong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders. /li /ul #J-18808-Ljbffr