IT Senior Support Manager

Keywords is seeking a highly skilled IT Support Manager to oversee first and second-line IT support across global studios. The role focuses on delivering efficient and effective service to internal users, ensuring adherence to ITIL standards, and providing a seamless user experience. The position reports to the Global Service Delivery Director and requires collaboration with both internal teams and global IT policy and standards.

Requirements

• Create a location strategy for Support, considering 24/7 coverage and staffing for 24-hour availability.
• Drive an automation and shift-left mentality within IT teams.
• Align with ITSM and ServiceNow, ensuring standard operating procedures.
• Manage and develop the local IT support teams.
• Maintain SLAs and deliver an exceptional user experience.
• Collaborate with global IT support and other IT teams.
• Provide weekly and monthly metrics on support operations.

Benefits

• Employee discount
• Team events