IT Support Manager/Lead

2 Months ago • All levels • IT & Infrastructure

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

Futuristic Labs - Prototype Engineer

Futuristic Labs

Hyderabad, Telangana, India (On-Site)
9 Months ago
Microsoft - Senior Software Engineer (C/C++)

Microsoft

Hyderabad, Telangana, India (On-Site)
2 Months ago
Cadence - Software Engineering Director

Cadence

Shanghai, China (On-Site)
1 Month ago
Go Fund Me - Staff Machine Learning Engineer

Go Fund Me

Buenos Aires, Buenos Aires, Argentina (Hybrid)
1 Month ago
SSC Technologies - Head of Internal Audit

SSC Technologies

London, England, United Kingdom (Hybrid)
1 Month ago
LeoVegas - IT Support Engineer

LeoVegas

Leeds, England, United Kingdom (On-Site)
2 Weeks ago
Activision - IT Support Specialist

Activision

Malmö, Skåne County, Sweden (On-Site)
1 Year ago
Aristocrat - IT Service Delivery Manager

Aristocrat

London, England, United Kingdom (On-Site)
1 Month ago
Lead Venture - IT Specialist

Lead Venture

Gurugram, Haryana, India (On-Site)
4 Weeks ago
Playtika - IT Infrastructure Engineer

Playtika

Ukraine (On-Site)
7 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Alpha Sense - Sr. Accounts Receivable

Alpha Sense

India (On-Site)
1 Month ago
Greenworks Sunrise Global Marketing - Applications Test Engineer

Greenworks Sunrise Global Marketing

Morristown, Tennessee, United States (On-Site)
3 Weeks ago
KPIT - Connected Vehicle_Diplay Driver Engineer

KPIT

Bengaluru, Karnataka, India (On-Site)
9 Months ago
PwC - Senior Associate

PwC

Hyderabad, Telangana, India (On-Site)
9 Months ago
Rippling - Product Lead, Employee Experience

Rippling

New York, United States (On-Site)
2 Months ago
London stock Exchange - Technology Resilience Analyst

London stock Exchange

Paris, Île-de-France, France (On-Site)
3 Weeks ago
Vimeo - VP, Investor Relations

Vimeo

New York, New York, United States (On-Site)
2 Months ago
sitetracker - Product Knowledge Lead

sitetracker

Bengaluru, Karnataka, India (Hybrid)
1 Week ago
Salesforce - Lead Solution Engineer, Energy Retail

Salesforce

London, England, United Kingdom (On-Site)
1 Month ago
Bushiroad - Licensing Executive / Senior Licensing Executive

Bushiroad

Singapore, Singapore (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Silesian Voivodeship, Poland

Social Discovery Group - Chief Financial Officer

Social Discovery Group

Poland (Remote)
8 Months ago
Bloober Team - Regular QA Tester

Bloober Team

Kraków, Lesser Poland Voivodeship, Poland (Hybrid)
2 Weeks ago
Futurum Technology - Junior Java Developer

Futurum Technology

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
1 Month ago
CD PROJEKT RED - Senior Gameplay Designer

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (On-Site)
4 Days ago
CloudLinux - Senior Python/Go Developer for Imunify360

CloudLinux

Masovian Voivodeship, Poland (Remote)
3 Months ago
Activision - Senior Online Programmer

Activision

Warsaw, Masovian Voivodeship, Poland (On-Site)
4 Weeks ago
CD PROJEKT RED - Senior Quest Designer

CD PROJEKT RED

Warsaw, Masovian Voivodeship, Poland (Hybrid)
5 Months ago
London stock Exchange - Sales Order Specialist with Spanish

London stock Exchange

Gdynia, Pomeranian Voivodeship, Poland (On-Site)
1 Month ago
Google - Technical Solutions Consultant, Android Auto Partner Engineering

Google

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
2 Months ago
Keywords Studios - HR Business Partner

Keywords Studios

Silesian Voivodeship, Poland (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

IT & Infrastructure Jobs

Paytm - IT Procurement (Software) - Manager

Paytm

Noida, Uttar Pradesh, India (On-Site)
2 Weeks ago
Qualcomm - IT Engineer, Senior – Compute BU support

Qualcomm

Shanghai, China (On-Site)
1 Month ago
Globalization Partners - IT Cloud Services Administrator - Endpoint Management

Globalization Partners

India (Remote)
1 Month ago
Paytm - Non-IT Procurement - Assistant Manager

Paytm

Greater Noida, Uttar Pradesh, India (On-Site)
1 Week ago
Tesla - Software Developer, IT Application

Tesla

Barcelona, Catalonia, Spain (On-Site)
4 Months ago
Simcorp - Senior IT Services Specialist

Simcorp

Manila, Metro Manila, Philippines (On-Site)
1 Month ago
Power Integrations - IT System Software Development Manager (Semiconductor)

Power Integrations

Pasig, Metro Manila, Philippines (On-Site)
9 Months ago
BioFire - Global Field IT and Service Engineer

BioFire

United States (On-Site)
1 Month ago
Ubisoft - IT Technician

Ubisoft

Tokyo, Japan (Hybrid)
3 Weeks ago

Get notifed when new similar jobs are uploaded

About The Company

Keywords Studiosare the leading provider of creative and technical services to the global video game industry. We are trusted and relied upon by 23 of 25 top video game companies to collaborate with them throughout the concept, development, and live operations of the most popular AAA franchises in the world. Great games are the product of great teams, and exceptional individuals are essential to their success. Are you ready to be part of something truly remarkable and unlock your full potential?

Bengaluru, Karnataka, India (On-Site)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Katowice, Silesian Voivodeship, Poland (On-Site)

Katowice, Silesian Voivodeship, Poland (Remote)

Suginami City, Tokyo, Japan (Hybrid)

Cinisello Balsamo, Lombardy, Italy (Hybrid)

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