IT Support Manager

4 tygodni temu

Katowice, Silesia, Polska TN Poland Pełny etat

Global IT Support Manager Opportunity

We are seeking a highly skilled and experienced IT Support Manager to oversee first and second line support across our studios, globally.

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.

Key Tasks Include:

  • 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.
Requirements:
  • 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.

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