IT Senior Support Manager

Keywords Studios is seeking a highly skilled IT Support Manager to oversee first and second line support across global studios. The role involves leading IT support teams, driving automation, aligning with ITSM and ServiceNow, and collaborating with internal and external stakeholders. This is an excellent opportunity for an experienced IT Support Lead/Manager with strong leadership and communication skills.

Requirements

• Create a location strategy for Support taking into consideration the need for 24/7 support.
• Drive an automation first, shift left mentality working across all IT teams.
• Utilise Knowledge Management to drive forth automation.
• Full scope of tasks including but not limited to: 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.

Benefits

• Competitive salary
• Opportunity to work in a dynamic environment
• Collaborative team environment
• Focus on delivering a seamless service to users