IT Operations Manager

Devoted Studios is a production management company for external development in video games. With a mission to create equal opportunity for all talent globally to work on the games of their dreams, Devoted Studios aims to decentralize game development. We partner with 1400+ programmers, artists, and designers, from freelancers to small studios, all over the world, and not only match them to project opportunities but manage the production from A-Z.
We are looking ifor an IT Operations Manager to join the IT department. In this role, you will be responsible for providing support and maintenance of the company's IT infrastructure and assets. You will also be responsible for handling IT JIRA tickets, checking if tickets are fulfilled in a proper way and assigned to relevant team members.
*This is a remote, full-time contracted position

RESPONSIBILITIES

• Procure inventory (assets, computers, cables, etc.) that align with production requirements.
• Research pricing and calculate budgets for IT infrastructure setup based on project requirements.
• Assist the IT Administrator in maintaining inventory accuracy by conducting regular audits, reconciling physical inventory with system records, and addressing any discrepancies.
• Own and manage the vendor's onboarding and offboarding process. Jira, Slack, Remote PCs setup, software.
• Collaborate with the Production department to understand infrastructure requirements and priorities for project setups, delivering tailored solutions.
• Coordinate communication with onsite office administration regarding purchases and activities requiring outsourced IT support.
• Manage company accounts for software and corporate licenses, including assigning, reassigning, purchasing, and cost control.
• Conduct calls with client IT teams to ensure compliance with all requirements and clarify details for integration with client IT infrastructure, enabling the internal IT team to successfully proceed with the integration.
• Support external and internal teams in setting up project infrastructure, providing guidance, checking workstation and account performance, and ensuring usability for the team.
• Carry out basic infrastructure support tasks for specific projects based on IT Administrator guidelines, such as rebooting workstations in case of issues and ensuring all workstations are online before the team's workday begins.
• Develop and maintain a comprehensive knowledge base documenting IT infrastructure-related processes and procedures, ensuring accessibility for all team members.
• Assist with team training by identifying knowledge gaps, creating training materials, and enhancing team members' IT security skills.
• Checking IT requests and Jira tasks, ensuring tickets are properly addressed and assigned to the relevant team members.

Vendors Technical Onboarding:

• Set up accounts and tools: Create/reactivate corporate email, Thinkific access, Jira, Slack, ESET Antivirus. Assign KnowBe4 courses, and manage licenses (if applicable).
• Facilitate integration: Create Slack channels, add team members, and introduce them. Provide VPN support.

Vendors Technical Offboarding:

• Disable accounts and tools: Deactivate email, remove Jira/Slack access, KnowBe4 and Thinkific access, uninstall ESET, and revoke licenses (if applicable).
• Ensure compliance and closure: Confirm no project materials remain on personal devices (save proof in Jira). Send thank-you messages to artists.

Requirements

• 2+ years of experience in IT infrastructure management
• Laptop / Desktop hardware troubleshooting
• Software Troubleshooting (macOS, Windows, Ubuntu Linux, VPN, etc.)
• User request and incident management
• Experience with Atlassian products: JIRA, Confluence, and Servicedesk
• Knowledge of ITIL framework
• Strong problem-solving skills
• Excellent communication and interpersonal skills
• English level at least B2