IT Support Manager/Lead

1 Day ago • All levels • Operations

Job Summary

Job Description

Keywords Studios seeks a technically skilled IT Support Manager/Lead to oversee first and second-line support in Poland. Responsibilities include managing and developing local IT support teams, ensuring SLAs are met, collaborating with global IT teams, managing IT projects, delivering performance metrics, maintaining IT assets, and managing vendor relationships. The role requires strong technical skills, leadership abilities, and excellent communication. The ideal candidate will have experience in a business services environment, ideally within video game development or a highly technical environment. They will drive automation and work with ITSM and ServiceNow to improve efficiency and effectiveness.
Must have:
  • Fluency in English and Polish
  • Strong technical background in IT
  • Experience leading and developing teams
  • Knowledge of ServiceNow and industry trends
  • Knowledge of Microsoft Stack, networking, AD, M365, Intune
  • Excellent communication and problem-solving skills
Good to have:
  • German language proficiency
  • Google Workspace experience
Perks:
  • Private Medical Care
  • EAP system
  • Cafeteria System
  • Leisure Zones in the office

Job Details

Description

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.  

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. 

Right now, we are seeking a technically skilled and experienced IT Support Manager to oversee first and second line support in Poland.   

The successful candidate will be responsible for overseeing the delivery of IT Support across our locations in a collaborative manner with other Support Managers, whilst ensuring our team is providing an efficient and effective service to our internal users.  

This is an excellent opportunity for an experienced IT Support Lead or Manager with excellent technical, communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. 

Requirements

  • Fluency in English and Polish is a must! German – nice to have 
  • Strong technical background in IT role, delivering end user infrastructure, applications and IT service support 
  • 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. 
  • Strong general knowledge of the Microsoft Stack, networking, AD, M365, Intune 
  • Google Workspace experience - nice to have 
  • Ability to explain complex systems in non-technical terms 
  • 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.  
  • Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders. 
  • Technically skilled, as the successful applicant will need to get involved as required. 

Duties and Responsibilities 

  • Ensure the Support team is able to provide the services required by both the local studio(s) and the Global Keywords Studios globally. 
  • 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. 

 Full scope of tasks including but not limited to:  

  • 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. 

Benefits

Private Medical Care

EAP system for supporting Employees

Cafeteria System

Leisure Zones in the office

Privacy Notice
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Similar Jobs

Playtech - Technical Back Office Coordinator

Playtech

Sofia, Sofia City Province, Bulgaria (On-Site)
1 Week ago
Tesla - Senior Project Engineer - BESS, EMEA

Tesla

North Holland, Netherlands (On-Site)
2 Months ago
Assystems - Systems Engineer

Assystems

Culham, England, United Kingdom (On-Site)
5 Months ago
Canva - Staff Frontend Engineer - Data Workflows Team - Canva UK

Canva

London, England, United Kingdom (Remote)
4 Months ago
Tesla - Service Advisor

Tesla

Lombardy, Italy (On-Site)
2 Months ago
Deliveroo - Store Manager

Deliveroo

Bristol, England, United Kingdom (On-Site)
2 Months ago
Easygo - IT Manager

Easygo

Bogotá, Bogota, Colombia (On-Site)
2 Weeks ago
Activate Games - Regional Leader, Eastern Canada

Activate Games

Ontario, Canada (On-Site)
4 Weeks ago
ComeOn Group - Dutch Speaking Customer Experience Agent

ComeOn Group

Gibraltar, Gibraltar (Hybrid)
3 Days ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Ubisoft - Lead Technical Artist

Ubisoft

Annecy, Auvergne-Rhône-Alpes, France (On-Site)
4 Weeks ago
Google - Contracting and Public Sector Compliance Specialist, Google Cloud

Google

Milan, Lombardy, Italy (On-Site)
6 Days ago
Room 8 Studio - 3D Animator, Middle

Room 8 Studio

Bulgaria (On-Site)
4 Months ago
The Walt Disney Company - Service Engineer (Electrical & Mechanical Engineering)

The Walt Disney Company

Hong Kong (On-Site)
1 Week ago
Canva - Senior Frontend Engineer - Growth

Canva

Brisbane, Queensland, Australia (Remote)
4 Weeks ago
Playtika - Unity Senior Expert

Playtika

Poland (Hybrid)
1 Month ago
NVIDIA - Director of Mechanical Engineering

NVIDIA

Santa Clara, California, United States (On-Site)
2 Weeks ago
Arrise Solutions (India)   - Art Manager (3D)

Arrise Solutions (India)

Noida, Uttar Pradesh, India (On-Site)
7 Months ago
Tesla - Area Parts Supervisor

Tesla

Mérignac, Nouvelle-Aquitaine, France (On-Site)
2 Months ago
Microsoft - Executive Assistant to CVP / Business Support

Microsoft

(On-Site)
6 Days ago

Get notifed when new similar jobs are uploaded

Jobs in Silesian Voivodeship, Poland

Easy Brain - Ads Monetization Manager

Easy Brain

Warsaw, Masovian Voivodeship, Poland (Hybrid)
7 Months ago
CD PROJEKT RED - Senior Weapon Artist

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago
Aristocrat Gaming - Automation Chapter Expert

Aristocrat Gaming

Warsaw, Masovian Voivodeship, Poland (Hybrid)
3 Months ago
N-iX - Senior .NET Full Stack Engineer

N-iX

Poland (Hybrid)
1 Week ago
N-iX - Senior .NET Engineer

N-iX

Poland (Remote)
2 Months ago
PwC - Starszy Konsultant  / Starsza Konsultantka | Ryzyko Kredytowe

PwC

Warsaw, Masovian Voivodeship, Poland (Hybrid)
5 Months ago
Google - Staff Software Engineer, Service Provisioning, EasyGCP

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Week ago
CloudLinux - Senior Product Marketing Manager/Go-To-Market Owner

CloudLinux

Masovian Voivodeship, Poland (Remote)
6 Days ago
Techland - Lead FX Artist

Techland

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
Playtika - Service Operations Group Manager

Playtika

Poland (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Operations Jobs

ByteDance - Risk Control Business Partner

ByteDance

Singapore (On-Site)
1 Week ago
Google - Service Delivery Manager, Ads Content Operations

Google

Bengaluru, Karnataka, India (On-Site)
6 Days ago
Mattel  Inc  - American Girl Merchandise Handler

Mattel Inc

California, United States (On-Site)
2 Weeks ago
Keywords Studios - Player Engagement Operations Manager

Keywords Studios

Pasig, Metro Manila, Philippines (Hybrid)
1 Week ago
N-iX - Employment Operations Specialist

N-iX

Lviv, Lviv Oblast, Ukraine (Remote)
1 Day ago
Blazesoft - Online Casino Program Manager

Blazesoft

Canada (On-Site)
9 Months ago
Epic Games - Senior Development Manager

Epic Games

Cary, North Carolina, United States (On-Site)
3 Months ago
Google - Program Manager II, Compliance and Risk Management, Telecommunications

Google

Reston, Virginia, United States (On-Site)
1 Week ago
Epic Games - Senior Procurement Operations Analyst

Epic Games

New York, New York, United States (On-Site)
1 Week ago
Google - Business Excellence Lead, Strategy and Operations

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

About The Company

At Keywords, we deliver clients the benefits of the strengthened Engage service line, combining our Player Support and Marketing offerings.

Katowice, Silesian Voivodeship, Poland (On-Site)

Lombardy, Italy (Hybrid)

Mexico City, Mexico City, Mexico (Remote)

United Kingdom (Remote)

Cinisello Balsamo, Lombardy, Italy (On-Site)

Silesian Voivodeship, Poland (Remote)

Silesian Voivodeship, Poland (Hybrid)

Sichuan, China (Remote)

View All Jobs

Get notified when new jobs are added by Keywords Studios

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug