IT Support Team Lead

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.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

We are seeking a highly skilled and experienced Support Bar Lead to oversee employee support across our studios. The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users. This is an excellent opportunity for an experienced Support Bar Lead with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

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.

• 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.

Available to work evening shifts from 3:00 PM to 11:30 PM.