IT Support Team Lead

IT Support Team Lead

Requirements

• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
• 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.
• Proven experience in managing a high-performing customer service or support team.
• Strong leadership and people management skills.
• Excellent written and verbal communication skills.
• Ability to analyze, interpret, and report on complex data.
• Passion for gaming and the gaming industry.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Excellent problem-solving and conflict resolution skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

Responsibilities

• Lead the support bar team, providing guidance, coaching, and mentoring to team members.
• Work collaboratively with the rest of the Service Delivery team to ensure a seamless and efficient support experience for employees.
• Act as the main point of escalation for complex support issues.
• Analyze and report on key performance indicators to both the support team and senior management.
• Develop and maintain excellent relationships with our employees, providing personalized and empathetic support.
• Stay up-to-date with industry developments and use this knowledge to improve support processes and procedures.
• Manage the support bar schedule, staffing levels, and workload distribution to ensure optimal coverage.
• 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.
• Ensure that all IT assets in the local office 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.
• 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.

Preferred Qualifications

• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.