Hybrid Senior IT Support Manager

at Keywords Studios

• Job title: Senior IT Support Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Cinisello Balsamo, Italy

About the role

• IT Senior Support Manager overseeing first and second line IT support globally. Engaging with studios to ensure a seamless service delivery and adherence to ITIL standards in a dynamic environment.

Responsibilities

• 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.

Requirements

• 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.