IT Senior Support Manager, Keywords Studios
2+ days a week in office
Technical & creative services provider
Be an early applicant
Technical & creative services provider
1001+ employees
Be an early applicant
2+ days a week in office
1001+ employees
Company mission
To use the passion for games, technology, and media to create a global services platform for video games.
Role
Who you are
- This 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
- 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
What the job involves
- We 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
- The 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
- This role reports to the Global Service Delivery Director and will involve working closely with colleagues to deliver a seamless service to our users
- 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
- Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool
- Utilise Knowledge Management to drive forth automation
- 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
Our take
Keywords Studios is an international technical service provider to the global video games industry and beyond. The company works as an external development partner for its users, enabling leading content creators and publishers to leverage Keywords' expertise and capacity across the lifecycle of interactive content. In so doing the company enables its clients who are operating in complex and fast-moving environments to remain lean and agile, and to focus on creating and monetising the most engaging experiences.
The company has over 70 studios in 26 countries across the globe. Providing integrated art production, engineering, audio services, testing, localization, and player support services in more than 50 languages and 16 game platforms.
With a strong market position, Keywords provides services to nearly all of the prominent gaming companies, including T2, EA, Ubisoft, and Square Enix. Keywords had also been on an acquisition spree, with its total acquisition count sitting at 60 before it was acquired by private equity firm EQT in 2024.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company benefits
- Medical, dental and vision benefits
- WFH Opportunities
- Flexible working hours
- Bonus Schemes
- And More (Varies by Location)
Company HQ
Carmanhall And Leopardstown, Dublin, Ireland
Leadership
Bertrand Bodson
(CEO, not founder)Current Non-Executive Director at Tesco and Wolters Kluwer. Co-Founder & former CEO of Bragster.com (Acquired by Guinness World Records). Previous Chief Digital & CMO at Sainsbury's, and Non-Executive Director of Electrocomponents.
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