IT Support Manager, PlayStation

$125.7-188.5k

Senior and Expert level

San Francisco Bay Area

Gaming and digital entertainment provider

Job no longer available

Gaming and digital entertainment provider

1001+ employees

B2CGamingEntertainmenteSports

Job no longer available

$125.7-188.5k

Senior and Expert level

San Francisco Bay Area

1001+ employees

B2CGamingEntertainmenteSports

Company mission

To create a gaming experience without barriers that fits the needs of players of all abilities.

Job

Company

Role

Who you are

Proven delivery of customer focus experience in an engineering environment
Experienced managing and working in a distributed team environment
Sound understanding and proven delivery of ITSM capabilities in a corporate environment
Proven track record on multitasking and prioritizing tasks in a fast-paced environment
Knowledge of networking concepts and system administration
Strong Support experience or knowledge of the following applications and systems:
Windows 10, 11, and macOS
Azure and M365(Teams, Outlook, Excel, Word, …etc.)
Okta and MS Authenticator
Service Now, JIRA, and Confluence
GSuite, Slack, and Box
JAMF, SCCM, Ivanti, and Intune
PowerShell and bash scripting
6+ years of enterprise desktop support experience showing consistent progression in technical responsibilities
2+ years of enterprise system or network administration
4+ years of IT management experience leading a distributed support team
ITIL v4 Foundation certified
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience preferred
IT industry certifications such as JAMF, Microsoft Azure, M365, Apple, CCNA, A+, Network+, Security+ preferred

What the job involves

The responsibilities of this role include ownership of onsite support operations in North America
Working in partnership with IT Managers in other regions to further enhance the capabilities of established support services
The manager will grow and develop a team located in multiple offices, focusing on local/remote delivery of global support. The team is responsible for end user support, walk-up desk operations, executive support, and specialized engineering support services within these regional offices
The role has responsibility for ensuring operational services are in alignment with our global support objectives
Work closely with regional counterparts to continuously improve technical and global operational support processes
Ensuring the timely delivery of IT Services within the established ITSM principles
Accountable for site/regional level escalations and coordinating end to end resolutions with all responsible parties
Create, maintain, and generate site/regional specific Service Now dashboards and reporting
Recommend benchmarks and metrics for measuring and improving support services
Manage the performance of the Tier 2 team and uphold established SLA/OLA
Conduct monthly or quarterly service review with department heads
Ensure internal support knowledgebase are accurate and up to date
Take part in service readiness review and establish support processes to be applied globally
Lead, galvanize, and develop a strong service & support team
Operate onsite in San Francisco and travel to responsible sites as required
The aim of the role is to increase customer satisfaction and improve the user experience through:
Business relationship management / service reviews
Provide input to the implementation of core ITSM principles
Take part in enhancing Operational & Experience Level Agreements
Use analytical data to identify and drive service enhancements
Active queue management with Tier 2 and local Walk-up desk support
Enhance technical services through proactive and AI service buildout
Cultivate the growth and professional development of the team

Our take

Since the release of the PS1 in 1994, PlayStation has been a consistent leader in the video gaming market. Its consoles are iconic in the gaming community - PlayStation has produced both the top-selling and fastest-selling console of all time - and the company is still pushing boundaries. Its current flagship - the PS5 - promises to revolutionise gaming, featuring new technology that will create improvements across the board.

As well as its consoles, PlayStation has also developed online services, connecting its users and giving them access to diversified media. A PlayStation can be used for a huge range of activities - from Netflix to guided workouts - which has led to the expansion of the company's audience over time and across generations.

PlayStation faces competition in its field from the likes of Microsoft, with its Xbox range, and PC gaming, which has been becoming more popular in recent years. Regardless, PlayStation shows no signs of slowing down. The upcoming implementation of in-game ads in free games looks to significantly increase revenue, and the wider PlayStation gaming experience also appears to be evolving from plans to launch live service games in upcoming years.