Senior Manager, Operations

Who We Are:

Headquartered in New York City, Take-Two Interactive Software, Inc. is a leading developer, publisher, and marketer of interactive entertainment for consumers around the globe. We develop and publish products principally through Rockstar Games, 2K, and Zynga. Our products are designed for console gaming systems, PC, and mobile, including smartphones and tablets. We deliver our products through physical retail, digital download, online platforms, and cloud streaming services. The Company’s common stock is publicly traded on NASDAQ under the symbol TTWO. For more corporate and product information please visit our website at http://www.take2games.com.

While our offices (physical and virtual) are casual and inviting, we are deeply committed to our core tenets of creativity, innovation and efficiency, and individual and team development opportunities. Our industry and business are continually evolving and fast-paced, providing numerous opportunities to learn and hone your skills. We work hard, but we also like to have fun, and believe that we provide a great place to come to work each day to pursue your passions.

The Challenge:

This Operational Senior Manager role plays a pivotal role in overseeing the efficient and effective delivery of support services. They are responsible for troubleshooting and resolving business users’ issues, ensuring that tickets are tracked, prioritized, and driven to timely closure. This includes managing ticket queues, monitoring service levels, and ensuring that service disruptions are handled swiftly to minimize impact on business operations. The manager also maintains and enforces operational Standard Operating Procedures (SOPs) to guarantee consistency and quality in service delivery. Additionally, they manage escalations, handling complex or urgent issues with a focus on resolution while ensuring clear communication with stakeholders. The manager supports both internal and external events, such as product launches or system upgrades, ensuring that the organization is prepared to manage any service disruptions. Furthermore, they oversee the onboarding and offboarding processes for team members, ensuring smooth transitions, proper training, and knowledge transfer to support seamless service delivery. Overall, they ensure operational excellence, customer satisfaction, and the continuous improvement of service processes.

What You’ll Take On:

• Supervise and handle the resolution of technical or service-related issues for business users.
• Ensure timely and effective issue resolution, coordinating with support teams as needed.
• Act as the point of contact for unresolved issues and drive them to completion.
• Monitor ticket queues to ensure timely follow-up, prioritization, and resolution of issues.
• Develop, maintain, and review operational SOPs for the service organization.
• Ensure that SOPs are up-to-date and adhered to by all team members to maintain consistency and quality.
• Handle and resolve advanced issues from both business users and support teams.
• Coordinate with higher-level management to quickly resolve critical or high-impact issues.
• Provide operational support during internal and external events, such as product launches, software upgrades, or system outages.
• Ensure effective communication and coordination during events to minimize disruptions.
• Lead the onboarding process for new team members, including training and integration into operational workflows.
• Lead offboarding processes for existing resources, ensuring smooth transitions and knowledge transfer.

What You Bring:

• Expertise in leading and implementing ITSM processes, and knowledge of frameworks like ITIL.
• Strong leadership and team management skills, with a demonstrable ability to build and empower successful teams.
• Ability to lead in resolving issues with desktop operating systems (e.g., Windows, macOS, Linux).
• Familiarity with endpoint security technologies, including antivirus, EDR, and encryption solutions.
• Experience with mobility management (EMM) platforms for handling mobile devices and applications.
• Knowledge of endpoint management tools like Microsoft Endpoint Manager (Intune), SCCM, or Jamf Pro.
• Understanding of network fundamentals and protocols, including TCP/IP, DHCP, DNS, and VPN.
• Familiarity with cloud-based productivity platforms such as Microsoft 365, Google Workspace, Atlassian, Slack, Zoom and other SaaS-based products.
• Experience with media formats, codecs, and standards for video, audio, and image content.
• Experience with broadcast infrastructure components, such as cameras, switchers, routers, servers, and encoding/decoding equipment.
• Experience with Okta and Active Directory.
• Exceptional problem-solving skills and an aim to improve IT operational processes.
• Superb communication and collaborator management skills to enable effective cross-departmental collaboration.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).
• Demonstrable experience in a leadership role within IT operations, end-user support, or system administration.
• Experience with automation and scripting tools (e.g., PowerShell, Python, or Bash) to streamline IT administration tasks is preferred.

What We Offer You:

• Great Company Culture. Ranked as one of the most creative and innovative places to work, creativity, innovation, efficiency, diversity and philanthropy are among the core tenets of our organization and are integral drivers of our continued success.
• Growth: As a global entertainment company, we pride ourselves on creating environments where employees are encouraged to be themselves, inquisitive, collaborative and to grow within and around the company.
• Work Hard, Play Hard. Our employees bond, blow-off steam, and flex some creative muscles – through corporate boot camp classes, company parties, game release events, monthly socials, and team challenges.
• Benefits. Medical (HSA & FSA), dental, vision, 401(k) with company match, employee stock purchase plan, commuter benefits, in-house wellness program, broad learning & development opportunities, a charitable giving platform with company match and more!
• Perks. Fitness allowance, employee discount programs, free games & events and stocked pantries.

Please be aware that Take-Two does not conduct job interviews or make job offers over third-party messaging apps such as Telegram, WhatsApp, or others. Take-Two also does not engage in any financial exchanges during the recruitment or onboarding process, and the Company will never ask a candidate for their personal or financial information over an app or other unofficial chat channel. Any attempt to do so may be the result of a scam or phishing exercise. Take-Two’s in-house recruitment team will only contact individuals through their official Company email addresses (i.e., via a take2games.com email domain). If you need to report an issue or otherwise have questions, please contact Careers@take2games.com

As an equal opportunity employer, Take-Two Interactive Software, Inc. (“Take-Two”) is committed to fostering and celebrating the diverse thoughts, cultures, and backgrounds of its talent, partners, and communities throughout its organization. Consistent with this commitment, Take-Two does not discriminate or retaliate against any employee or job applicant because of their race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, and genetic information (including family medical history), or on the basis of any other trait protected by applicable law. If you need to report a concern or have questions regarding Take-Two’s equal opportunity commitment, please contact Careers@take2games.com.