Senior Manager of IT Operations, Take Two Interactive

Salary not provided

+ Employee stock purchase plan

Python

macOS

Bash

Linux

Windows

Okta

Powershell

Atlassian

Slack

Zoom

Active Directory

Google Workspace

Senior and Expert level

San Francisco Bay Area

4+ days a week in office (Novato, CA)

Video game publisher

Open for applications

Video game publisher

501-1000 employees

B2CGamingPublishingEntertainment

Open for applications

Salary not provided

+ Employee stock purchase plan

Python

macOS

Bash

Linux

Windows

Okta

Powershell

Atlassian

Slack

Zoom

Active Directory

Google Workspace

Senior and Expert level

San Francisco Bay Area

4+ days a week in office (Novato, CA)

501-1000 employees

B2CGamingPublishingEntertainment

Company mission

To be the most creative, the most innovative and the most efficient entertainment company.

Job

Company

Role

Who you are

Expertise in leading and implementing ITSM processes, and knowledge of frameworks like ITIL
Strong leadership and team management skills, with a demonstrable ability to build and empower successful teams
Ability to lead in resolving issues with desktop operating systems (e.g., Windows, macOS, Linux)
Familiarity with endpoint security technologies, including antivirus, EDR, and encryption solutions
Experience with mobility management (EMM) platforms for handling mobile devices and applications
Knowledge of endpoint management tools like Microsoft Endpoint Manager (Intune), SCCM, or Jamf Pro
Understanding of network fundamentals and protocols, including TCP/IP, DHCP, DNS, and VPN
Familiarity with cloud-based productivity platforms such as Microsoft 365, Google Workspace, Atlassian, Slack, Zoom and other SaaS-based products
Experience with media formats, codecs, and standards for video, audio, and image content
Experience with broadcast infrastructure components, such as cameras, switchers, routers, servers, and encoding/decoding equipment
Experience with Okta and Active Directory
Exceptional problem-solving skills and an aim to improve IT operational processes
Superb communication and collaborator management skills to enable effective cross-departmental collaboration
Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience)
Demonstrable experience in a leadership role within IT operations, end-user support, or system administration
Experience with automation and scripting tools (e.g., PowerShell, Python, or Bash) to streamline IT administration tasks is preferred

What the job involves

This Operational Senior Manager role plays a pivotal role in overseeing the efficient and effective delivery of support services
They are responsible for troubleshooting and resolving business users’ issues, ensuring that tickets are tracked, prioritized, and driven to timely closure
This includes managing ticket queues, monitoring service levels, and ensuring that service disruptions are handled swiftly to minimize impact on business operations
The manager also maintains and enforces operational Standard Operating Procedures (SOPs) to guarantee consistency and quality in service delivery
Additionally, they manage escalations, handling complex or urgent issues with a focus on resolution while ensuring clear communication with stakeholders
The manager supports both internal and external events, such as product launches or system upgrades, ensuring that the organization is prepared to manage any service disruptions
Furthermore, they oversee the onboarding and offboarding processes for team members, ensuring smooth transitions, proper training, and knowledge transfer to support seamless service delivery
Overall, they ensure operational excellence, customer satisfaction, and the continuous improvement of service processes
Supervise and handle the resolution of technical or service-related issues for business users
Ensure timely and effective issue resolution, coordinating with support teams as needed
Act as the point of contact for unresolved issues and drive them to completion
Monitor ticket queues to ensure timely follow-up, prioritization, and resolution of issues
Develop, maintain, and review operational SOPs for the service organization
Ensure that SOPs are up-to-date and adhered to by all team members to maintain consistency and quality
Handle and resolve advanced issues from both business users and support teams
Coordinate with higher-level management to quickly resolve critical or high-impact issues
Provide operational support during internal and external events, such as product launches, software upgrades, or system outages
Ensure effective communication and coordination during events to minimize disruptions
Lead the onboarding process for new team members, including training and integration into operational workflows
Lead offboarding processes for existing resources, ensuring smooth transitions and knowledge transfer

Our take

Parent company to some of the most successful video game companies and titles is Take-Two Interactive, one of the leading developers, publishers, and marketers of consumer interactive entertainment around the globe.

Developing and publishing principally through Rockstar Games, 2K, Private Division, and Zynga, Take-Two has powered industry-leading titles such as Grand Theft Auto, Red Dead Redemption 1&2, the catalog of NBA 2K games, BioShock, and FarmVille.

The company is looking to enter the world of crypto and blockchain, beginning with Zynga's Web3 game Sugartown in 2023. When competitor Ubisoft became the first developer to launch NFTs, the move faced backlash as many users saw it as a cash grab, which has certainly influenced Take-Two’s delay in entering the market. Time will tell how this foray into blockchain pans out for Take-Two.

With its well-established catalog of games (with some highly anticipated title releases) Take-Two Interactive is a titan in the industry and is well set to see continued success, not only as its subsidiaries expand but through the capitalization of future tech opportunities in the highly innovative gaming industry.